Incident Manager Job at Apex Clearing (Manila)

Incident Manager

Apex Clearing

Location:
Philippines , Manila

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

This is an incredible opportunity for a progressive, pragmatic, and service-oriented leader to join a team focused on providing responsive support and guidance in managing critical situations. You will demonstrate effective leadership as well as a deep technical expertise to shape and deliver incident management communications and escalation management capabilities, to ensure successful outcomes for Apex’s customers. If you have been looking for an opportunity to use innovative technologies and be part of a growing firm with endless possibilities, now’s your chance.

Job Responsibility:

Deliver results. Use ticket data, client feedback, and experiences to influence and drive improvements in our processes. Produce reports displaying service metrics on key service measures such as response and resolution time
Collaborate with engineering and product teams. As a member of the IT Service Management Team you’ll work closely with other support teams to triage, investigate and restore critical service outages
Focus on continuous improvement. You'll be expected to identify and report on the frequency and severity of technical incidents which negatively impact internal and external customers
Support our world class client base. Promote a culture of quick and effective response to client impacting situations
Identify smart and creative ways to solve issues and client challenges
Stay updated on new technologies and tools. You’re in tune at all times with new functionality within our current tool kit as well as opportunities using 3rd party tools to improve our level of service to our clients

Requirements:

5 years of relevant work experience, designing, implementing and executing incident management programs
5 years of experience in partnering with Support/Client Partners/Engineering/Product teams and customers to deliver incident response outcomes
Leadership presence with the ability to command and control highly stressful situations with a calming influence
Ability to effectively communicate multi-functionally with both internal stakeholders and external customers or partners
Evidence of a bias to action with strong attention to detail and data-driven decision making
Ability to make logical, quick decisions to progress investigations
Prior experience in documenting and collecting relevant data for accurate metrics and reporting
Handle majority of IM planning and coordination (PD admin, documentation, training, processes, readiness, proactivity, reporting)
Own incident management as a practice and report into ITSM and Tech-Ops leadership. Oversee mentorship and onboarding of new incident manager
Provide the depth of Incident Management experience developed working incidents, conducting lessons learned reviewed, coordinating changes and constantly iterating on the process
Contribute to identifying and implementing process improvements across the Incident and Problem Management functions
Continue to build trust by his leadership team to work independently and successfully complete important deliverables
More effectively balance multiple priorities simultaneously
Seek and execute Leadership training to continue to develop as a leader
Expand ITSM knowledge into other fundamentals, such as DR Management, Change Management
Master's degree or an advanced degree in a technical or scientific field of study or equivalent practical experience
Experience using various incident management and collaboration tools (ex: PagerDuty, Jira, Slack, Datadog)
Financial Services background is a plus
Experience using ITIL methodologies and ITSM tools such as ServiceNow
Experience working in a fast paced, customer service-oriented environment
Experience in planning and execution of Disaster Recovery testing

Nice to have:

Master's degree or an advanced degree in a technical or scientific field of study or equivalent practical experience
Experience using various incident management and collaboration tools (ex: PagerDuty, Jira, Slack, Datadog)
Financial Services background is a plus
Experience using ITIL methodologies and ITSM tools such as ServiceNow
Experience working in a fast paced, customer service-oriented environment
Experience in planning and execution of Disaster Recovery testing

What we offer:

market-leading salary with an annual bonus
20 days of vacation leave plus regular and special non-working holidays
training and development budget
private health insurance for medical and dental
life insurance
flexible working hours
parental leave
modern city center office
hybrid work schedule
monthly team lunch-outs
unlimited drinks and snacks
company recognition & rewards

Additional Information:

Job Posted:
May 16, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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