IT Incident and Problem Management Senior Specialist

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

About FWD Life Philippines

FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.

For more information, please visit fwd.com.ph .

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent

The IT Incident and Problem Management Senior Specialist is responsible for overseeing and governing Incident Management, Major Incident Management, and Problem Management processes to ensure stable, reliable, and high-quality IT services across FWD Philippines.

The role ensures adherence to ITIL-aligned processes, timely service restoration, effective root cause analysis, and continuous improvement of IT service resilience, working closely with infrastructure, application, security, and vendor teams. Key Responsibilities:

1.Incident & Major Incident Management – Lead coordination and resolution of high-priority and major incidents, ensuring SLA adherence and effective stakeholder communication.

2.Problem Management & Root Cause Analysis – Govern problem investigations, conduct RCA, and ensure corrective and preventive actions are implemented.

3.Process Governance & Continuous Improvement – Enforce ITIL-based processes, identify gaps, and implement service management improvements.

4.Stakeholder & Vendor Management – Collaborate with internal teams and external vendors to ensure timely resolution and SLA compliance.

5.Reporting, Metrics & Documentation – Produce incident and problem reports, monitor trends, and maintain documentation.

Education & Certification

• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• ITIL certification (Foundation or higher) – Required.
• COBIT certification or training – Good to have.

Experience

• Minimum of 3 years’ experience in the same or equivalent IT Incident and Problem Management role.
• Proven experience