Let’s be #BrilliantTogether
Overview
The IT Service Incident Manager is accountable for the coordination, control, and governance of major and critical IT incidents that have a significant impact on business operations, clients, or regulatory commitments.
During a major incident, this role will lead the cross‑functional response, ensuring appropriate technical teams, service owners, and external partners are engaged, priorities are clearly defined, and efforts remain focused on rapid service restoration and risk mitigation.
This role does not perform technical resolution but ensures clear ownership, escalation, decision‑making, executive communication, and post‑incident governance aligned with ITIL best practices.
Responsibilities
ITIL Process Ownership & Governance
Own and govern ITIL-aligned ITSM processes (Incident, Major Incident, Problem, Change Management)
Ensure processes are documented, adopted, and continuously improved
Act as the central point of accountability for ITSM compliance
Assess impact and urgency and initiate Major Incident process
Lead incident bridge calls and war rooms
Maintain focus on business-priority service restoration
Major Incident Management & Cross-Team Coordination
Manage Major Incidents end-to-end from identification to closure
Coordinate Infrastructure, Cloud, SRE, Applications, Security, Service Desk, and vendors
Ensure clear ownership, escalation, and decision authority
Validate audit-ready incident records and SLA adherence
Process Adherence & Data Quality
Ensure accurate incident data and linkage to Problem and Change records
Enforce closure criteria including RCA and corrective actions
Facilitate PIRs and lessons learned sessions
Identify recurring patterns and systemic risks
Reporting & Metrics
Produce weekly Major Incident reports
Deliver monthly ITSM and service health metrics
Highlight trends, risks, and improvement opportunities
Continuous Improvement
Drive preventative actions through problem management
Partner with engineering teams on resilience and automation
Continuously refine playbooks and escalation models
Tools & Platforms
ServiceNow, JIRA
Monitoring and observability platforms
Reporting and dashboarding tools
Qualifications
Bachelor’s degree in IT, Computer Science, or similar course.
5-8 years in IT Operations, ITSM, or Service Delivery
Strong hands-on ITIL knowledge
Experience in global 24x7 environments
Strong communication and stakeholder management skills
Familiarity with ServiceNow or equivalent
Experience with AI tools (preferred)
Certifications (Preferred)
ITIL Foundation
ITIL v3 or v4
ServiceNow ITSM Certification
Success Measures for This Role
Timely and effective Major Incident resolution
High confidence in ITSM data quality
Clear service health visibility
Reduction in recurring incidents
Improved operational discipline
Work Location & Schedule
Amenable working on a non-traditional/night-shift schedule. Our office is located at Ayala North Exchange, Makati.
Amenable working in hybrid set-up (3 days onsite per week)
#LI-MJ1
#LI-Hybrid
#IT
#MIDSENIOR
What You Can Expect from Us
At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.
Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.
Let’s empower, collaborate, and inspire.
Let’s be #BrilliantTogether.
About ISS STOXX
ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit.
Visit our website: https://www.issgovernance.com
View additional open roles: https://www.issgovernance.com/join-the-iss-team/
Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”). All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.