IT Incident, Problem and Change Manager

Salary: ₱40,000 – ₱50,000 per month

About the role

The IPC Manager drives operational stability, high service availability, and business continuity across the enterprise. Actively bridging technical operations with real-world business activities, this role ensures scheduled IT changes and unexpected outages are managed through the lens of business risk, operational schedules, and company KPIs. The ideal candidate leads swift restoration during Major Incidents while governing the IT Change Management lifecycle—safeguarding revenue-generating systems, critical business workflows, and customer service delivery from IT-driven disruption.

Key responsibilities

• Map technical infrastructure and software dependencies directly to core business processes, key operational schedules, and business KPIs
• Align deployment maintenance windows around the business's operational cadence to avoid high-risk operational periods and minimize revenue or productivity loss
• Evaluate both emergency incidents and planned changes against non-IT performance metrics to prioritize IT actions based on true business severity
• Chair the Change Advisory Board (CAB) and Emergency CAB (ECAB), ensuring representatives from affected business units are present to evaluate change viability
• Scrutinize change requests for potential system collisions, poor rollback strategies, or hidden operational risks prior to authorizing implementation
• Maintain robust governance, ensure standard operating procedures are followed, and track the overall Change Success Rate
• Lead resolver teams, key stakeholders and third-party vendors during P1/Major Incidents to drive swift resolution
• Participate in an on-call rotation to handle Major Incident Management (MIM) escalations, ensuring immediate response, structured leadership, and swift resolution during critical outages
• Translate complex technical issues into clear, business-impact language for executive leadership and operational stakeholders during active outages
• Lead post-mortem analyses following outages, measuring the total business downtime and operational cost to drive preventive actions with Problem Management

About you

• Bachelor's degree in Computer Science, IT, Business Administration, or equivalent practical experience
• 3–5+ years in IT operations/ITSM with demonstrated success in safeguarding business operations during high-risk IT activities
• Expert knowledge of ITIL frameworks (Change, Incident, Problem, and Service Level Management) and ITSM platforms
• Functional awareness of cloud infrastructure (AWS/Azure), hybrid networks, databases, and enterprise software architecture
• Deep understanding of how enterprise IT services power front-line operations, financial reporting, supply chain, or customer-facing channels
• Ability to negotiate change timing based on business priorities, critical operational peaks, and seasonal workload shifts
• Competency in assessing how IT downtime or degraded performance directly impacts wider corporate metrics
• Calm, decisive leadership capability during high-pressure system outages
• Strong diplomatic, negotiation, and influence skills to balance technical team deployment goals with operational business protections
• High proficiency in translating technical jargon into clear, actionable updates for executive leadership

About us

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.