{"id":2538536,"url":"https://alion.io/job/ey-major-incident-manager-outage-manager","title":"Major Incident Manager / Outage Manager","company":{"id":2859,"name":"EY","domain":"ey.com","url":"https://alion.io/company/ey-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":42000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":76},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-14T02:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-03T12:53:04Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.\nErnst & Young\nJob Description\nJob Title:\nMajor Incident Manager / Outage Manager\nLocation: Kochi/Manila - Work from office only Job Rank (must note a single rank only for each job description):\nAssistant Director\nFunction:\nEnterprise Technology Scope (indicate either “global/cross-border” or “local/country”):\nGlobal\nSub Function:\nET Service Management Reports to (Job Title):\nGlobal Lead for Major Incident Management\nJob Summary:\n(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)\nThe Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization. The individual in this position will be expected to lead and coordinate the response to major incidents, ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle. The ideal candidate will have a strong background in IT service management, exceptional problem-solving skills, and the ability to work under pressure. The Major Incident Manager / Outage Manager is a vital role that requires a dedicated professional capable of navigating high-stress situations and delivering results. If you have the experience, skills, and certifications required, and are ready to take on this challenging yet rewarding position, we encourage you to apply.\nKey Job Requirements:\nLead the process of incident management from detection to resolution and post-incident review.\nCoordinate with IT teams, business units, and external vendors to manage major incidents effectively.\nCommunicate effectively with all levels of management and stakeholders during major incidents.\nWrite high quality incident/outage communications with zero defect.\nEnsure that all incidents are logged, tracked, and documented in accordance with EY’s Incident Management policies and procedures.\nDevelop and maintain the Major Incident Management Plan and ensure it is followed during incidents.\nConduct post-incident analysis to identify root causes and prevent future occurrences.\nExcellent collaborator with people at all levels to solve high impact incidents within agreed SLA for Major Incidents.\nAbility to escalate and engage support resources based on established EY’s Major Incident Management process.\nKnowledge and Skills Requirements:\n(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)\nA minimum of 10+ years of industry experience in a Major Incident Management or Outage Management role.\nStrong understanding of IT Service Management (ITSM) principles and practices.\nProven track record of successfully managing and resolving major incidents in a complex IT environment.\nExcellent communication, leadership, and interpersonal skills.\nAbility to analyze complex situations and make sound decisions quickly.\nKnowledge of IT infrastructure, networking, and application systems.\nFamiliarity with ITIL processes and best practices.\nGood understanding of ServiceNow Incident and Major Incident Management module.\nSupervision Responsibilities:\n(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).\nNo direct supervision responsibilities, but demonstrable ability to lead bridge calls related to high-impact incidents and collaborate with stakeholders at all levels, with the aim of restoring services as soon as possible.\nOther Requirements:\n(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)\nMandatory qualifying criterion: Candidates must be willing and able to work in a 24x7 rotating shift model, including night shifts, weekends, and public holidays.\nThis is a Kochi-based role and requires working from the office only.\nWillingness to be on-call to respond to high-priority incidents as they occur.\nJob Requirements:\nEducation:\n(What is the minimum level of education needed/suggested to perform this job?)\nBachelor’s degree in Computer Science, Information Technology, or a related field.\nExperience:\n(What is the minimum number of years needed/suggested to perform this job?)\nAt least 10 years of relevant experience in Major Incident Management or a similar role within the IT industry.\nCertification Requirements:\n(Describe and explain any certifications and/or licenses needed or helpful to perform this job.)\nITIL Foundation certification required; intermediate ITIL certification preferred.\nNote: This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions, and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.\nEY | Building a better working world\nEY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.\nEnabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.\nWorking across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.","description_format":"text","description_chars":6293,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Audit & Assurance Firms","Financial Advisory, Valuation & Restructuring","Management Consulting","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-14T14:59:06Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.883,"p_room":0.9,"age_days":20,"expected_fill_days":32,"reasons":["conf:3","velocity","win:mid","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/ey-major-incident-manager-outage-manager","json_url":"https://alion.io/job/ey-major-incident-manager-outage-manager.json","meta":{"generated_at":"2026-11-03T15:55:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22264,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2859},"rest":"https://alion.io/mcp/rest/get_company?id=2859"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fey-major-incident-manager-outage-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fey-major-incident-manager-outage-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fey-major-incident-manager-outage-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ey-major-incident-manager-outage-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fey-major-incident-manager-outage-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2538536}},{"tool":"search_jobs","arguments":{"company":"ey.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2538536},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}