The Major Incident Manager/Outage Manager leads the response to severe technology incidents, coordinating technical teams, business stakeholders, service owners, vendors, and communications until service is restored. Requirements typically include several years of IT service management or major incident experience, strong knowledge of ITIL practices, incident and problem management, service monitoring, and operational reporting. The candidate is expected to remain calm under pressure, make timely decisions, manage conference calls and escalation processes, communicate clearly with senior stakeholders, and drive post-incident reviews and corrective actions. Experience with global support environments, shift work, and tools such as ServiceNow is advantageous. Strong English communication, organization, leadership, and analytical skills are essential.
EY, formerly Ernst & Young, is a global professional services organization providing assurance, consulting, strategy and transactions, and tax services. It operates across numerous countries and supports clients ranging from multinational corporations and governments to growing businesses. EY Philippines has offices and delivery teams that provide audit, consulting, technology, tax, risk, and shared-service capabilities for local and international clients. The firm invests heavily in digital transformation, cybersecurity, cloud, data, and managed services, creating opportunities for technology and operations professionals. EY promotes collaboration, professional development, ethical conduct, and inclusive workplaces. In a major incident management role, employees typically work within an enterprise technology or service-management environment, coordinating rapid responses to outages and helping improve the reliability and resilience of critical business services.
The Philippines offers technology opportunities in Manila, Taguig, Cebu, and emerging hubs such as Davao and Iloilo. Demand is strong for IT operations, service management, cybersecurity, cloud, software development, business process services, and shared-service roles. Workplace culture is generally collaborative and relationship-oriented, with English widely used in professional settings. Life in Metro Manila provides extensive career options, restaurants, shopping, and international connections, but commuting and traffic can be challenging. Cebu offers a more relaxed island lifestyle with a growing technology sector, while other islands provide lower living costs and access to beaches and nature. Foreign professionals normally need an employer-sponsored work permit, commonly involving an Alien Employment Permit and appropriate visa or an approved work authorization. Relocating employees should confirm sponsorship, taxation, healthcare, housing, and dependants' visa arrangements before moving. Weather is tropical, with a rainy season and occasional typhoons.
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