Incident Governance Strengthening Service Assurance for Global Outsourcing

Incidents happen; repeat incidents are optional. Own response coordination, escalation frameworks, and recovery communications while strengthening continuity plans that meet global delivery demands. Use BIAs, simulations, and risk assessments to close gaps before they widen. This seat suits leaders who can read a situation fast, document it cleanly, and improve it permanently.

Job Description

As an Incident and Business Continuity Manager, you will lead real-time incident response and recovery efforts, demonstrating proven leadership during live operational disruptions. You'll oversee continuity planning with a deep understanding of BPO delivery models, client SLAs, and workforce dynamics, while facilitating Business Impact Analysis and Tabletop Exercises to strengthen readiness across global operations.

Job Overview

Employment type: Full-time

Shift: Flexible shift, Weekends Off

Work setup: Hybrid, Makati

Exciting Perks Await!

Competitive Salary Package
Hybrid work arrangement
HMO coverage with free dependent upon regularization
Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
Flexible shift schedule
Fixed weekends off
Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
Unlimited opportunities for employee referral incentives across the organization
Standard government and Emapta benefits
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
Diverse and supportive work environment

The Qualifications We Seek

Education

Bachelor's degree in Business Administration, Information Systems, or a related field

Experience

3-5 years of experience in a BPO environment, preferably in risk management, operations, service assurance, or business continuity roles
Proven leadership during real-time incident management and business continuity events

Knowledge and Skills

Strong understanding of BPO operational delivery models, client SLAs, escalation frameworks, and workforce dynamics
Demonstrated experience facilitating Business Impact Analysis (BIA) and Tabletop Exercises
Analytical mindset with hands-on experience in risk assessment, root cause analysis, and post-incident reviews
Ability to manage multiple incidents and competing priorities simultaneously
Calm, decisive, and highly organized during live operational disruptions
Excellent communication and stakeholder management skills across operational, leadership, and client-facing teams
High level of integrity, discretion, and confidentiality awareness
ISO 22301 certification or working knowledge of ISO 22301 Business Continuity standards is preferred

Your Daily Tasks

Incident & Crisis Response:

Act as a first responder and coordinator for medium- to high-impact operational incidents, especially during night shifts, weekends, or holidays.
Monitor incident queues, escalate events based on severity, and initiate appropriate protocols.
Maintain clear and timely communication across leadership teams, internal stakeholders, and clients during incidents.
Manage critical incidents, ensuring timely coordination, resolution, communication, and post-incident review.
Support the Senior Manager in leading RCA (Root Cause Analysis).

Business Continuity Planning:

Assist in developing and maintaining departmental and site-level business continuity plans.
Coordinate with Operations, IT, HR, and Facilities to ensure readiness of alternate work arrangements (e.g., WFH, site shifts).
Schedule and facilitate plan reviews, risk assessments, and functional tests.
Manage post-event reviews and update continuity plans based on lessons learned.
Initiate and activate CORE IM Teams - schedule and chair IM Meetings.

Documentation & Reporting:

Maintain incident logs, timelines, root cause summaries, and corrective action trackers.
Support post-incident reviews and compile reports for leadership and client distribution.
Support Senior Manager in gathering facts and executing recovery strategies using checklists as the guide.
Maintain incidents archive/library.

Training & Engagement:

Conduct awareness sessions and simulations for BPO teams across shifts and geographies.
Promote a culture of operational resilience by embedding response readiness in onboarding and team routines.

Other Responsibilities:

Recommend and lead process improvement initiatives and optimize underperforming workflows to enhance efficiency and effectiveness.
Monitor for upcoming disruptive events (weather, political events, transportation disruptions).

Why We Stand Out Among the Rest!

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.

Tim Vorbach, CEO

#EmaptaEra

Incident Manager-Technical Support

Remote IT Incident Manager

Incident Manager L3 Networking

IT Incident and Problem Manager

ITSM - Major Incident Manager

Incident and Business Continuity Manager

Manager, Incident Response (India) - Operations Center