Service Delivery Manager (Philippines)

Service Management & Incident Response Lead (Philippines)

Locations : Makati

Work Arrangement : Hybrid

Our Digital Products and Channels Team is looking for a Service Management & Incident Response Lead to join us in Makati. In this role you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary.
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues.
• Review incident data based on RCA and provide recommendations to prevent future occurrences.
• Proactively identify possible mitigating actions and insights for improving security posture.
• Identify recurring patterns and propose clear actions to reduce associated risks.
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams.
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement.

What we're looking for

What you can expect from joining our team

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