Senior Major Incident Manager

Summary

Join ConnectOS, a top-rated Philippines employer, and become our Senior Major Incident Manager. This role ensures excellent customer service by managing and maintaining the Incident function for managed services, meeting SLAs, and supporting customers. You will need 5 years of experience as a Major Incident Manager, ITIL environment experience, strong communication skills, and change management experience. The position offers work-from-home flexibility, competitive salary, medical, dental, and life insurance, paid leave, financial assistance, government benefits, and career growth opportunities. ConnectOS is a Great Place to Work certified company with a strong focus on IT management and strategy, serving clients globally.

Requirements

• 5 years’ experience as a Major Incident Manager
• Working within an ITIL environment
• Strong communication skills when dealing with customers
• Experience in change management

Responsibilities

• Manage, maintain and own the Incident function for managed services
• Support our customers and ensure we are meeting our SLA’s for all the customers for whom we support
• Have an eye for detail and a strong focus on customer service, operations, people leadership and continual service improvement

Preferred Qualifications

• ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable
• Working with an MSP experience is highly desirable but not mandatory
• ServiceNow certification is highly preferred

Benefits

• WFH
• Medical, Dental Coverage and Life insurance
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities