Lead, Service Management & Incident Response

About The Job

Locations: Makati

Corporate Title: Assistant Vice President

Work Arrangement: Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead.

In this role you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What The Role Will Entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary.
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues.
• Review incident data based on RCA and provide recommendations to prevent future occurrences.
• Proactively identify possible mitigating actions and insights for improving security posture.
• Identify recurring patterns and propose clear actions to reduce associated risks.
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams.
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement.
  
  
  

What We're Looking For

• Bachelor's Degree in Computer Science or Telecommunications or any related field
• Certification in relevant IT/Project Management related subjects will be an advantage
• At least 3 years of experience in Incident Management and 5 years in technology roles (systems, networking, application operations, NOC, etc.)
• Strong communication skills, with the ability to convey technical matters clearly to all levels, including business stakeholders
• Experience in banking, financial apps, or fintech is highly desirable
  
  
  

What You Can Expect From Joining Our Team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth