IT Incident, Problem and Change Manager
Salary: ₱45,000 – ₱50,000 per month
About us
At Probe CX, we are an award-winning global leader in customer experience (CX) management, digital transformation, and business process outsourcing. With over 45 years of industry excellence, we combine advanced digital tools, proprietary AI, and intelligent automation with exceptional human capability to deliver transformative outcomes for enterprise and government clients across Australasia and globally. Grounded in a culture of diversity, accountability, and respect, Probe CX is dedicated to safeguarding operational continuity while building the future of digitally enabled customer experience.
About the role
We are seeking a high-performing Incident, Problem & Change (IPC) Manager to drive operational stability, high service availability, and business continuity across our enterprise landscape. Positioned at the intersection of IT technical operations and critical business functions, this role ensures scheduled changes and sudden outages are governed through the lens of business risk, operational timing, and key performance metrics. As our IPC Manager, you will lead high-stakes resolution efforts during Major Incidents while governing the end-to-end IT Change Management lifecycle—safeguarding revenue-generating systems, core business workflows, and customer service delivery from IT disruption.
Key responsibilities
Map technical infrastructure and software dependencies directly to core business processes, key operational schedules, and organizational KPIs
Align deployment and maintenance windows with operational cadences to proactively avoid high-risk business periods and eliminate potential revenue or productivity loss
Evaluate emergency incidents and planned changes against non-IT metrics such as SLA compliance, customer experience scores, and transaction throughput to prioritize IT actions by true business impact
Chair the Change Advisory Board (CAB) and Emergency CAB (ECAB), ensuring key stakeholders from affected business units actively participate in change evaluation
Scrutinize change requests for potential system collisions, weak rollback strategies, or hidden operational risks prior to authorizing execution
Maintain robust ITSM governance, ensure full compliance with standard operating procedures, and continuously drive improvements in the Change Success Rate
Lead resolver teams, technical leads, and third-party vendors during P1/Major Incidents to ensure swift, structured service restoration
Participate in an on-call rotation to manage MIM escalations, offering immediate response, calm leadership, and decisive resolution during critical outages
Translate complex technical details into clear, impact-focused updates for executive leadership and operational business leaders during outages
Lead thorough post-mortem reviews after major disruptions, quantifying total business downtime and financial impact to drive long-term preventative actions alongside Problem Management
About you
Deep understanding of how enterprise IT infrastructure powers front-line operations, financial reporting, supply chains, and customer channels
Proven ability to negotiate change timing based on business priorities, operational peaks, and seasonal workload shifts
Strong capability in evaluating how IT downtime or degraded performance affects broader business metrics
Expert knowledge of ITIL frameworks (Change, Incident, Problem, and Service Level Management) and enterprise ITSM platforms
Functional understanding of cloud infrastructure (AWS/Azure), hybrid networks, databases, and enterprise software architecture to accurately assess technical scope and risk
Calm, authoritative, and decisive leadership during high-pressure system outages
Strong diplomacy and influence skills to balance engineering deployment goals with operational business protections
High proficiency in translating technical technicalities into clear, executive-ready updates
Bachelor's degree in Computer Science, IT, Business Administration, or equivalent practical experience, combined with 3–5+ years in IT operations/ITSM with demonstrated success in safeguarding business operations during high-risk IT activities
Preferred Certifications: ITIL v3 / ITIL 4 Foundation or Managing Professional Certification, Certified Business Process Associate (CBPA), PMP, Agile, or equivalent credentials
Benefits
True Work-Life Balance: A flexible hybrid working model requiring only 2 days per week onsite, allowing you to balance team connection with focus time at home
Comprehensive Health & Wellness: Premium HMO coverage starting from day one, along with comprehensive medical benefits for you and your eligible dependents
Award-Winning Workplace Culture: Work alongside supportive, passionate, and diverse industry leaders in an inclusive environment that values transparency, innovation, and career progression
Continuous Growth & Development: Access to continuous learning programs, industry certification support, and internal career development paths across our global footprint
Competitive Compensation Package: An attractive base salary, reward schemes, and wellness perks designed to support your personal and financial growth