Incident Manager

CAE - Posted 1 month ago
$62k-91k/year  + Equity
*high salary
*Based on 0 General Manager salary records


Manila, NCR

5+ years
Company size
13k employees

Airport:  Ninoy Aquino Intl (MNL)

General Manager Job description

The airline industry faces pressures like few others - already tight margins, innovative airlines are now having to reimagine their economics and intelligent technology is at the heart of this transformation. Within the Civil Flight Services division of CAE, we unleash insights for high performance crews through powerful optimization and mobile automation software. We ensure 1.5 million flights a year (and growing). We have exciting plans for continuing growth and innovation.

CAE is a high-technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Backed by a record of more than 70 years of industry firsts, we continue to reimagine the customer experience and revolutionize training and operational support solutions in civil aviation, defence and security, and healthcare. We are the partner of choice for customers worldwide who operate in complex, high-stakes and largely regulated environments, where successful outcomes are critical. Testament to our customers’ ongoing needs for our solutions, over 60 percent of CAE’s revenue is recurring in nature. We have the broadest global presence in our industry, with approximately 13,000 employees, 160 sites, and training locations in over 35 countries.  

Our ITSM team is looking for a new Incident Manager to join their team. This team supports 24x7 operations and operates from various parts of the globe. You will be responsible for defining, implementing and managing Incident Management, including Major Incident Management and Problem Management.

A mission-critical role in Major Incident Management, your responsibilities would include:

  • End-to-end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, and arranging discussions and updates as required.
  • Ensure that all modes of communication are effectively used throughout the incident life cycle.
  • Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
  • Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
  • Coordinate major incidents in a following the sun mode, this team covers work 24/7.
  • Document post-incident recovery steps in order to establish the Root Causes, aid in Process improvements, identify deviations and enable the creation of a Knowledge Base.
  • Driving, developing and managing the major incident process and associated procedures/systems
  • Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
  • Conducting a thorough analysis and preparing the Major Incident Report (“MIR”) for every Major Incident after it is closed.
  • Ensuring that all the resolution procedures are updated in the knowledge database / Work log
  • Create ServiceNow reporting
  • Be an Evangelist for the Incident Management Process

Your qualifications:

  • At least 5+ years experience working in IT service management or a similar role.
  • Bachelor's degree in information technology, engineering, or a related field.
  • MBA preferred
  • ITIL Foundation Certified

Working for CAE:

  • Flexible leave policy
  • Fully remote working
  • Generous maternity/paternity cover
  • Great team culture

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