Incident Manager - Hybrid Work Type

About the Position

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the “We Code Success” principle, we prioritize the success of our clients, consultants, and partners.

We are looking for an Incident Manager for our French client, who specializes in producing various types of glasses and collaborating with opticians. Their mission is to enhance the quality of life by improving the quality of vision.

Responsibilities

• Provide direction in the management of incidents, ensuring that issues are prioritized appropriately and resolved within the expected timeframes;
• Ensure that the team follows established Standard Operating Procedures, enabling the restoration of IT services within the defined Service Level Agreements;
• Maintain clear communication with key IT and business stakeholders, ensuring effective information sharing and coordinated incident resolution;
• Act as the primary coordinator during critical incidents, managing communication and response efforts when business operations are impacted;
• Ensure that change records meet organizational policies before presentation to the Change Advisory Board, maintaining compliance with change management standards;
• Facilitate CAB review meetings, ensuring that proposed changes are properly evaluated and approved prior to implementation;
• Monitor the progress of approved changes, ensuring that activities are executed according to schedule and process requirements;
• Ensure that all infrastructure-related changes are properly categorized, assessed for risk and impact, and documented in accordance with defined governance processes;
• Facilitate the approval of emergency and urgent changes when required, ensuring rapid response while maintaining process compliance.

Requirements

• 3+ years of experience in Incident Management, Problem Management, Change Management, and IT Operations, ensuring strong understanding of operational support processes;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) - Necessary condition;
• Strong understanding of ITIL Incident and Change Management processes, ensuring structured handling of incidents and infrastructure changes;
• Experience with change management principles, methodologies, and tools, enabling effective governance of system changes;
• Willingness to work rotating shifts without schedule preference, ensuring operational support coverage when required;
• Ability to define, monitor, and report Service Level Agreements and Key Performance Indicators, supporting performance tracking and service quality;
• Experience working with IT ticketing systems, enabling structured tracking and management of incidents and change requests;
• Experience managing multiple high-priority initiatives in fast-paced technical environments, ensuring effective prioritization and coordination;
• Ability to respond effectively to inquiries and operational complaints, supporting communication and stakeholder management;
• High-level understanding of IT platforms and infrastructure environments, enabling informed incident coordination and decision-making.

Nice to Have

• ITIL certification, validating formal knowledge of IT service management best practices;
• Experience with the HDA ticketing tool, enabling quicker adaptation to the organization’s support environment.

We Offer

• Salary for work amounting to 65,000 – 70,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 de minimis monthly non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee!

About the Company

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the “We Code Success” principle, we prioritize the success of our clients, consultants, and partners.

Founded in 1998, Directio employs around 150 professionals worldwide.