554 Incident Management jobs in the Philippines

Summary:

The Network Response and Billing Incident Management team is responsible for delivering critical customer communications during service disruptions and emergency situations. Our mandate includes managing Email and SMS outreach to customers affected by network outages, billing incidents, wildfire response campaigns, and global crisis events. The job involves engaging with different stakeholders in analyzing the situation, gathering and preparing data, sending communications and request for credit compensation.

Key tasks

• Deliver critical customer communications during service disruptions and emergency situations
• Manage Email and SMS outreach to customers affected by:
• Network outages
• Billing incidents
• Wildfire response campaigns
• Global crisis events
• Engage with stakeholders to analyze incident situations and assess impact
• Gather and prepare data for targeted customer communications
• Send timely communications to affected customer segments
• Process credit compensation requests for impacted customers

Who performs this role

• The Network Response and Billing Prime is a person who has a solid understanding of Network outages, billing incidents and crisis management. They also need understand data analytics, data processing and strong communication skills to engage with different stakeholders for successful deployment

Department

IT Service Management and Governance

Job posted on

Sep 22, 2025

Employment type

Officer

Position Accountability Statement:

To help with the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.

Broad Responsibility Highlights:

• Assist in overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Keep users, management, and key stakeholders regularly informed about the status of the incidents, resolution timelines, and any service impacts.
• Communicating with upper management if major issues are found in the IT system.
• Ensures that incident resolution complies with agreed SLAs, and taking action if incidents are not resolved in a timely manner.
• Regularly conduct post-incident reviews to analyze the causes of incidents and producing reports on incident trends and performance.

Professional Qualification:

• Bachelor's degree in information technology, engineering,or a related field.
• At least one (1) year experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as ServiceNow, ManagedEngine ServiceDeskPlus, and other IT ticketing systems
• Solid knowledge on Pivot Tables or PowerBI
• Ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

Position Accountability Statement:

To help with the incident management process in providing resolution and restoring our company's provided IT operations swiftly. Also, to log and to categorize recurring incidents to improve incident management protocols.

Broad Responsibility Highlights:

1. Assist in overseeing the incident management process and team members involved in resolving the incident.
2. Responding to a reported service incident, identifying the cause, and initiating the incident management process.
3. Prioritizing incidents according to their urgency and influence on the business.
4. Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
5. Collaborating with the incident management team to ensure that all protocols are diligently followed.
6. Logging all incidents and their resolution to see if there are recurring malfunctions.
7. Adjusting the incident management process as required to ensure its effectiveness.
8. Keep users, management, and key stakeholders regularly informed about the status of the incidents, resolution timelines, and any service impacts.
9. Communicating with upper management if major issues are found in the IT system.
10. Ensures that incident resolution complies with agreed SLAs, and taking action if incidents are not resolved in a timely manner.
11. Regularly conduct post-incident reviews to analyze the causes of incidents and producing reports on incident trends and performance.

Desired Skills and Competencies

1. Driving Execution
2. Seasoned Judgment through data analytics, insighting and decision-making
3. Driving Stakeholder Success
4. Competitive Intelligence
5. Innovation and Risk-Taking
6. Influencing and Negotiating

Professional Qualification:

• Bachelor's degree in information technology, engineering, or a related field.
• At least one (1) year experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software including ITIL and COBIT.
• Experience working with IT systems and software such as ServiceNow, ManagedEngine ServiceDeskPlus, and other IT ticketing systems
• Solid knowledge on Pivot Tables or PowerBI
• Ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

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Responsibilities

• Incident Management Activities
• Validates operational & technology risk incidents reported and reviews the details of the incident provided.
• Facilitates analysis on the root causes of incidents and coordinates with relevant stakeholders for investigation as necessary.
• Supports incident investigation by joining briefing and war rooms as needed.
• Liaises with different business units in understanding and remediating incidents to improve the overall risk health and control environment.
• Monitors committed action plans that will address incidents reported and propose process/control improvement as needed.
• Prepares reports for senior management and board committee presentation.
• Governance, Reporting and Escalations
• Assists in the preparation of reports on operational and technical risk incidents, issues and decisions to senior management on a regular basis.

Qualifications

• Bachelor's degree in Accounting, Finance, Economics, Statistics, Business with 2 or more years of solid work experience in the financial or fintech industry handling risk, data, incident management, and/or controls.
• Excellent interpersonal and communication skills
• Detail-oriented
• Independent and be able to work under pressure
• Good understanding of process management, internal controls and risk management
• High level of integrity and take ownership and accountability of results

What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package

QUALIFICATIONS & SKILLS:

Education and Experience:

• Bachelor's degree in computer science, Information Technology, or a related field.
• At least 3
  years of solid experience in IT operations (application and infrastructure), and incident management inclusive of major incidents,
  or a similar role.

Technical Skills:

• Proficiency and solid experience in monitoring tools such as
  SolarWinds
  .
• Familiarity with ITSM frameworks such as ITIL.
• Good understanding and of
  network protocols
  ,
  server infrastructure
  , and
  cloud infrastructure and services
  .

Soft Skills:

• Excellent
  communication skills
  , both written and verbal.
• Strong
  problem-solving, process and critical thinking abilities
• Has a proactive and growth mindset.
• Ability to understand and properly handle complicated and complex technical situations.
• Ability to remain calm and focused during high-pressure situations such as major incidents.
• Decisiveness and ability to make sound judgments under pressure.
• Willing to work in a shifting schedule and be part of on-call rotations during weekends and holidays.

Requirements
Description and Requirements

• They work closely with the Incident Manager to ensure that incident information is accurate.
• They then use the collected information to craft a concise, high-quality summary of the incident along with key event log details, which they publish in the Major Incident Reporting Application (MIRA) OneNotify.
• The Communications Prime uses MIRA OneNotify to issue timely notifications and to keep track of notifications that are due Monitoring the Report Major Incidents portal queue for new escalations Monitoring our team's other incidents intake channels (Chat, Email, Tel) for any new potential major incidents reporting Monitoring event tracking platforms for operators' and utilities' outages, weather events, wildfires, flooding, etc, to maintain team awareness
• Accepting trouble ticket assignments Initial impact and priority assessment Creating new MIRs when needed
• Update the Major Incident Record (MIR) with key incident information Write concise, high-quality summaries, event logs and bridge notes Collect Voice of the Customer
• Publish internal external notifications and whiteboard/dashboard postings on schedule (Incl. but not limited to: proactive outage notifications (Rooster), TSS IVR postings and community response communications)
• Coordinate communications with incident management stakeholders Relaying monitoring and other event information to the technical recovery bridge Keep track of notification deliveries

Additional Job Description

• Responsible for drafting and sending official, internal incident communications to subscribing stakeholders across the organization.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

TITLE:
Executive - Incident Management

LOCATION:
Cebu

About NCR Atleos Corporation
NCR Atleos Corporation (NYSE: NATL) is a leading provider of solutions that enable banks and retailers to deliver best-in-class self-service banking experiences for their customers. NCR Atleos solutions help our customers expand reach, provide greater financial access, and reduce operational complexity through industry-leading technologies, unmatched global services capabilities, the largest surcharge-free network, and expertise in running ATM networks. NCR Atleos is headquartered in Atlanta, Georgia, with 20,000 employees globally.

Position Summary
The Incident Management Analyst (IMA) is responsible in monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. In this role, you will be the first level of contact for customers and field support personnel for ATM related issues.

Key Responsibilities Include

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
• Utilize support systems, tools, and experience to facilitate a customer solution
• Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
• Ensure transaction service activities are within Service Level Agreements
• Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel
• Participate in special projects to continuously improve processes, tools, systems, and organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs

Basic Qualifications

• Associate Degree or Technical Diploma
• 1-year experience in a related field
• Proficient in Windows based applications/tools
• Excellent English communication skills (verbal & written)
• Detail oriented & ability to work under pressure
• Ability to work flexible working hours (night and day shift)
• Experience in troubleshooting over the phone (preferred)
• Cood understanding of ATMs (highly regarded)

EEO Statement
Integrated into our shared values is NCR Atleos commitment to diversity. NCR Atleos is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR Atleos has an ongoing responsibility to respect and support a globally diverse environment.

Statement
to
Third
flarty
Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.

About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

TITLE:
Executive - Incident Management

LOCATION:
Cebu

About NCR Atleos Corporation
NCR Atleos Corporation (NYSE: NATL) is a leading provider of solutions that enable banks and retailers to deliver best-in-class self-service banking experiences for their customers. NCR Atleos solutions help our customers expand reach, provide greater financial access, and reduce operational complexity through industry-leading technologies, unmatched global services capabilities, the largest surcharge-free network, and expertise in running ATM networks. NCR Atleos is headquartered in Atlanta, Georgia, with 20,000 employees globally.

Position Summary
The Incident Management Analyst (IMA) is responsible in monitoring the ATM fleet by driving actions to resolve issues that impact Automatic Teller Machines (ATM) availability. In this role, you will be the first level of contact for customers and field support personnel for ATM related issues.

Key Responsibilities Include

• Create action items/tickets to resolve issues and prevent issues & possible re-occurrence
• Follow through on open incidents until closure
• Manage outage situation impacting ATM fleet to ensure that appropriate resolver group are working on the issue and that customer, key stakeholders and all concern parties are updated on the status
• Return customer calls, troubleshoot ATM issue using known solutions, confirm/refine problem information and criticality and route to dispatch queue in field, if necessary
• Utilize support systems, tools, and experience to facilitate a customer solution
• Utilize knowledge of product to resolve ATM problems and avoid Field Engineer dispatch
• Ensure transaction service activities are within Service Level Agreements
• Work in a high volume, limited duration call center environment service as the primary interface to external customers and/or their agents and field support personnel
• Participate in special projects to continuously improve processes, tools, systems, and organization
• Work in an environment that involves rotation in work hours, weekend, or holiday hours and/or may require extended hours as needed to accommodate customer needs

Basic Qualifications

• Associate Degree or Technical Diploma
• 1-year experience in a related field
• Proficient in Windows based applications/tools
• Excellent English communication skills (verbal & written)
• Detail oriented & ability to work under pressure
• Ability to work flexible working hours (night and day shift)
• Experience in troubleshooting over the phone (preferred)
• Good understanding of ATMs (highly regarded)

EEO Statement

Integrated into our shared values is NCR Atleos commitment to diversity. NCR Atleos is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at NCR Atleos has an ongoing responsibility to respect and support a globally diverse environment.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.