Job Title: Senior Manager - Service Restoration
Location: Taguig City, Philippines
Department: Supply Chain
We're looking for a Senior Manager Service Restoration to lead high-priority incident response and recovery efforts in a fast-paced, enterprise-level environment. If youre experienced in managing critical incidents, driving service improvements, and leading cross-functional teams, this role is for you.
Key Responsibilities
Operations Management
Lead and manage all Priority 1 & 2 incidents and mission-critical issues.
Facilitate escalations through multiple channels (hotline, Teams, email, in-person).
Drive real-time incident recovery and coordinate with technical teams.
Ensure adherence to ITIL processes throughout the incident lifecycle.
Validate incident severity and accountable areas with service owners.
Own and manage P3 and P4 incidents and ensure resolution alignment.
Initiate root cause analysis post-recovery and suggest preventive measures.
Recommend improvements in monitoring and alerting to prevent future incidents.
Participate in planning for DR tests and production changes.
Stakeholder Management
Serve as the central point of control during major incident recovery.
Provide timely and accurate status updates to business and technical stakeholders.
Coordinate communication between business units, recovery teams, and leadership.
Create post-incident reports, data visualizations, and performance insights.
People Management
Lead and support service restoration teams across shifts.
Monitor and assess team productivity and performance.
Handle workload balancing, scheduling, and task reassignments.
Identify skills gaps and recommend training or coaching for upskilling.
Promote a high-performance culture aligned with company values.
Qualifications
7+ years of experience as an incident manager in large enterprise settings.
Strong background in ITIL-based Incident, Problem, and Change Management.
Hands-on experience with automation, monitoring tools, and multi-platform systems.
Solid understanding of root cause analysis and service restoration workflows.
Proven ability to lead cross-functional teams during high-pressure situations.
Excellent verbal and written communication skills.
Experience managing line managers and large teams.
Bachelor's degree in a related field.
Lead mission-critical recovery. Drive operational resilience.
Apply now to make an impact where it truly matters.
Senior Manager - Service Restoration • Makati, PH
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