Job Description
GECO Asia Pte. Ltd is looking for an experienced Incident Manager to lead incident, problem, and change management processes for our global IT services team. In this role you will ensure rapid restoration of services, minimize business impact, and drive continual improvement through ITIL‑based practices. You will collaborate with cross‑functional teams, manage communication during major incidents, and produce insightful reports that support strategic decision‑making. If you have a passion for delivering exceptional service and thrive in a fast‑paced, technology‑driven environment, we invite you to apply and help us maintain world‑class reliability for our customers.
This position offers a competitive monthly salary ranging from ₱70,000 to ₱80,000, full‑time employment, and the opportunity to work with a diverse, international team based in Alabang, Metro Manila. Join us and contribute to a culture of proactive problem solving and service excellence.
Responsibilities
- Lead the end‑to‑end incident management lifecycle, ensuring timely detection, logging, classification, and resolution.
- Coordinate major incident response, including stakeholder communication and post‑incident reviews.
- Oversee problem management activities to identify root causes and implement permanent fixes.
- Manage change requests, assessing risk and ensuring smooth implementation with minimal disruption.
- Generate and present regular incident, problem, and change metrics to management.
- Maintain and improve ITIL processes, aligning them with organizational goals and industry best practices.
- Mentor and guide service desk analysts and technical teams on incident handling procedures.
- Collaborate with vendors and third‑party providers to resolve cross‑system incidents.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 3‑5 years of experience in incident, problem, or change management within an IT service environment.
- ITIL Foundation certification; ITIL Practitioner or Expert preferred.
- Proven track record of managing high‑severity incidents and delivering timely resolutions.
- Strong analytical skills with experience in reporting tools and dashboards (e.g., Power BI, Tableau).
- Excellent communication and interpersonal abilities, capable of influencing stakeholders at all levels.
- Familiarity with ITSM platforms such as ServiceNow, BMC Helix, or Cherwell.
- Ability to work flexible hours to support global teams across different time zones.