Team Lead, Incident Manager

Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (Hybrid)

What is your mission?

The successful candidate will serve as the primary point of coordination between technical teams, business stakeholders, and leadership, providing timely updates throughout the incident lifecycle. The position will oversee major incident management, facilitate root cause analysis, lead post-incident reviews, monitor operational performance metrics, and identify opportunities for service improvement, operational efficiency, and enhanced Information Technology service stability.

You will provide the best service to our partner brands by performing these tasks:

• Lead the end-to-end management of major and high-priority Information Technology incidents.
• Coordinate multiple technical teams to restore systems and services as quickly as possible.
• Facilitate incident triage, prioritization, escalation, and resolution activities.
• Provide timely and accurate incident communications to business stakeholders and leadership teams.
• Ensure compliance with established Incident Management processes, procedures, and Service Level Agreements.
• Conduct post-incident reviews and coordinate Root Cause Analysis activities to identify underlying issues.
• Analyze incident trends, recurring service disruptions, and opportunities for process improvement.
• Prepare and deliver incident reports, operational dashboards, performance metrics, and leadership updates.
• Collaborate with Problem Management, Change Management, Infrastructure, Cybersecurity, and Service Desk teams to improve service stability.
• Support continuous improvement initiatives that strengthen operational efficiency and incident response effectiveness.
• Perform additional duties and responsibilities as assigned.
• Adhere to organizational policies, standards, and compliance requirements.

• Bachelor's Degree in Information Technology, Computer Science, Cybersecurity, or a related field, or equivalent relevant work experience.
• 1–3 years of experience in Incident Management, Information Technology Operations, Cybersecurity, or a related environment with responsibility for incident response coordination.
• Working knowledge of Incident Management and Major Incident Management processes.
• Experience coordinating activities across multiple technical teams during service disruptions and critical incidents.
• Ability to communicate incident status, business impact assessments, escalation updates, and resolution progress to stakeholders.
• Strong knowledge of continuous service improvement, incident reviews, trend analysis, and operational performance monitoring.
• Proficiency with Microsoft Office, including Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Outlook, and Microsoft Visio.
• Experience creating and maintaining process documentation, standard operating procedures, workflows, and operational playbooks.
• Working knowledge of project planning and tracking tools, including Microsoft Project and Gantt charts.
• Experience preparing reports, dashboards, presentations, and operational metrics for leadership and stakeholders.
• Strong verbal and written English communication skills, including the ability to explain technical concepts to non-technical audiences.
• Excellent troubleshooting, problem-solving, and risk assessment abilities.
• Sound judgment and the ability to prioritize actions in a fast-paced operational environment.
• Strong organizational, coordination, and stakeholder management skills.
• Ability to work effectively under pressure during critical incidents and service interruptions.
• Proven ability to collaborate with cross-functional teams and maintain professionalism in high-impact situations.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks