Senior Manager - Service Restoration

Job Title: Senior Manager - Service Restoration
Location: Taguig City, Philippines
Department: Supply Chain

We're looking for a Senior Manager Service Restoration to lead high-priority incident response and recovery efforts in a fast-paced, enterprise-level environment. If youre experienced in managing critical incidents, driving service improvements, and leading cross-functional teams, this role is for you.

Key Responsibilities

Operations Management

• Lead and manage all Priority 1 & 2 incidents and mission-critical issues.

• Facilitate escalations through multiple channels (hotline, Teams, email, in-person).

• Drive real-time incident recovery and coordinate with technical teams.

• Ensure adherence to ITIL processes throughout the incident lifecycle.

• Validate incident severity and accountable areas with service owners.

• Own and manage P3 and P4 incidents and ensure resolution alignment.

• Initiate root cause analysis post-recovery and suggest preventive measures.

• Recommend improvements in monitoring and alerting to prevent future incidents.

• Participate in planning for DR tests and production changes.

Stakeholder Management

• Serve as the central point of control during major incident recovery.

• Provide timely and accurate status updates to business and technical stakeholders.

• Coordinate communication between business units, recovery teams, and leadership.

• Create post-incident reports, data visualizations, and performance insights.

People Management

• Lead and support service restoration teams across shifts.

• Monitor and assess team productivity and performance.

• Handle workload balancing, scheduling, and task reassignments.

• Identify skills gaps and recommend training or coaching for upskilling.

• Promote a high-performance culture aligned with company values.

Qualifications

• 7+ years of experience as an incident manager in large enterprise settings.

• Strong background in ITIL-based Incident, Problem, and Change Management.

• Hands-on experience with automation, monitoring tools, and multi-platform systems.

• Solid understanding of root cause analysis and service restoration workflows.

• Proven ability to lead cross-functional teams during high-pressure situations.

• Excellent verbal and written communication skills.

• Experience managing line managers and large teams.

• Bachelor's degree in a related field.

Lead mission-critical recovery. Drive operational resilience.
Apply now to make an impact where it truly matters.