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EXL Service Philippines, Inc.
Incident Management ManagerEXL Service Philippines, Inc. • Pasay, National Capital Region, Philippines
Incident Management Manager

Incident Management Manager

EXL Service Philippines, Inc. • Pasay, National Capital Region, Philippines
19 days ago
Job description

We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.


Key Responsibilities:

  • Monitor and manage P1/P2 incidents in a 16x7 operational setup
  • Act as incident commander, driving bridge calls and coordinating across teams
  • Ensure clear, assertive communication during incidents
  • Perform root cause analysis and contribute to Post-Incident Reviews (PIR)
  • Drive improvements in Mean Time to Mitigate (MTTM)
  • Maintain structured handoffs between regions (EMEA & APAC)
  • Collaborate with stakeholders and ensure accountability in resolution


Required Skills:

  • Experience in SRE / Incident Management / Production Support
  • Strong communication & negotiation skills (must-have)
  • Ability to manage high-pressure situations confidently
  • Strong problem-solving and analytical mindset


Technical Skills:

  • Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
  • Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
  • Strong focus on minimizing service downtime across environments
  • Hands-on experience supporting both on-premise (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
  • Solid understanding of networking concepts and system architecture
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Incident Management Manager • Pasay, National Capital Region, Philippines

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