Incident Manager (Hybrid)

About the role

We are seeking an Incident Manager for a French client in the optical industry, responsible for overseeing incident, problem and change management to ensure IT services meet SLA targets.

Key responsibilities

• Provide direction in incident management, prioritising issues and ensuring resolution within defined timeframes.
• Maintain compliance with Standard Operating Procedures and Service Level Agreements for IT service restoration.
• Coordinate communication with IT and business stakeholders during incidents and critical events.
• Facilitate Change Advisory Board (CAB) meetings, review and approve changes, and monitor their implementation.
• Ensure change records meet organisational policies and that emergency changes are approved promptly.

Required profile

• Minimum 3 years of experience in Incident, Problem, Change Management and IT Operations.
• Ability to work in a hybrid setup (3 days onsite in Alabang, Muntinlupa and 2 days remote).
• Willingness to work rotating shifts to provide 24/7 operational support.
• Proven ability to define, monitor and report Service Level Agreements and Key Performance Indicators.

Required skills

• Strong knowledge of ITIL Incident and Change Management processes.
• Experience with IT ticketing systems (e.g., HDA ticketing tool).
• High‑level understanding of IT platforms and infrastructure environments.

What we offer

• Salary range of 65,000 – 70,000 PHP per month.
• Monthly transportation allowance of ₱4,000 and a ₱3,600 non‑taxable allowance.
• HMO coverage from day 1 for employee and one dependent.
• Equipment provision, optical coverage, year‑end leave monetisation, gym subscription and monthly coffee supply.