IT Service Incident Manager

Let’s be #BrilliantTogether

Overview

The IT Service Incident Manager is accountable for the coordination, control, and governance of major and critical IT incidents that have a significant impact on business operations, clients, or regulatory commitments.

During a major incident, this role will lead the cross‑functional response, ensuring appropriate technical teams, service owners, and external partners are engaged, priorities are clearly defined, and efforts remain focused on rapid service restoration and risk mitigation.

This role does not perform technical resolution but ensures clear ownership, escalation, decision‑making, executive communication, and post‑incident governance aligned with ITIL best practices.

Responsibilities

ITIL Process Ownership & Governance

• Own and govern ITIL-aligned ITSM processes (Incident, Major Incident, Problem, Change Management)

• Ensure processes are documented, adopted, and continuously improved

• Act as the central point of accountability for ITSM compliance

• Assess impact and urgency and initiate Major Incident process

• Lead incident bridge calls and war rooms

• Maintain focus on business-priority service restoration

Major Incident Management & Cross-Team Coordination

• Manage Major Incidents end-to-end from identification to closure

• Coordinate Infrastructure, Cloud, SRE, Applications, Security, Service Desk, and vendors

• Ensure clear ownership, escalation, and decision authority

• Validate audit-ready incident records and SLA adherence

Process Adherence & Data Quality

• Ensure accurate incident data and linkage to Problem and Change records

• Enforce closure criteria including RCA and corrective actions

• Facilitate PIRs and lessons learned sessions

• Identify recurring patterns and systemic risks

Reporting & Metrics

• Produce weekly Major Incident reports

• Deliver monthly ITSM and service health metrics

• Highlight trends, risks, and improvement opportunities

Continuous Improvement

• Drive preventative actions through problem management

• Partner with engineering teams on resilience and automation

• Continuously refine playbooks and escalation models

Tools & Platforms

• ServiceNow, JIRA

• Monitoring and observability platforms

• Reporting and dashboarding tools

Qualifications

• Bachelor’s degree in IT, Computer Science, or similar course.

• 5-8 years in IT Operations, ITSM, or Service Delivery

• Strong hands-on ITIL knowledge

• Experience in global 24x7 environments

• Strong communication and stakeholder management skills

• Familiarity with ServiceNow or equivalent

• Experience with AI tools (preferred)

Certifications (Preferred)

• ITIL Foundation

• ITIL v3 or v4

• ServiceNow ITSM Certification

Success Measures for This Role

• Timely and effective Major Incident resolution

• High confidence in ITSM data quality

• Clear service health visibility

• Reduction in recurring incidents

• Improved operational discipline

Work Location & Schedule

• Amenable working on a non-traditional/night-shift schedule. Our office is located in Makati City.

• Amenable working in hybrid set-up (3 days onsite per week)

#LI-MJ1

#LI-Hybrid 

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What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.