Makati | Hybrid Work Model | Competitive base + benefits

We are not your typical operations team. We are calm under pressure, customer obsessed and delivery focused, and we are looking for a Major Incident Manager to lead the response when critical services are impacted. You will be the person who steps in when something serious happens, takes control of the room, and drives the right people to the right outcome fast. This role sits at the centre of how Orro protects its customers and its reputation, and you will have direct visibility to senior stakeholders from day one.

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end to end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

What You'll Be Doing

You will own the Major Incident Management process for events affecting Orro and our customers, leading the response from the moment an incident is raised through to restoration and follow up. You will chair bridge calls, coordinate resolver groups across multiple technical domains, and keep customers and internal stakeholders informed throughout. You will work closely with Incident, Problem and Change Management teams to ensure every major incident is properly closed out, and you will be the escalation point to the Executive Team when business impact is critical.

• Lead, chair and drive all Major Incident investigation activities, bridge calls and resolver group coordination

• Prioritise incidents based on urgency and customer impact, and own the path to restoration via workaround or permanent fix

• Matrix manage technical teams across multiple disciplines under pressure, keeping focus and momentum on resolution

• Communicate clearly and confidently with stakeholders at every level, from engineers to executives, in both verbal and written form

• Produce and maintain Major Incident documentation including escalation paths, communication plans and response procedures

• Ensure Post Incident Reviews, Problem records and Change records are completed and that lessons learned feed back into the process

• Refine the Major Incident Management process over time to improve speed, quality and consistency of response

What You'll Bring

The Essentials

• 3+ years' experience in IT Service Management or a closely related role

• ITIL Foundation Certification, V3 or V4

• Strong working knowledge of IT service management tooling and processes

• Proven ability to stay calm and decisive under pressure, leading teams through high stakes incidents

• Excellent verbal and written communication skills, with the ability to translate technical detail for non technical audiences

Bonus Points

• Experience applying structured fault isolation and problem solving techniques such as Kepner Fourie, Ishikawa or Stepwise Refinement

• Bachelor's degree in Information Technology, Engineering or a related field

• Current vendor certifications such as Cisco CCNA or CCNP, Fortinet NSE, Meraki or Juniper

Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you.

Why Orro Philippines?

We're proud of our growing presence in the Philippines, with over 150 team members and a central office in Makati, right in the heart of the business district. At Orro, we support our people and those who matter most to them through meaningful, inclusive benefits designed to help you thrive. From HMO with dependent cover, extra vacation leave, and public holiday swaps that reflect cultural and family diversity, to extended maternity leave and flexible work options, we've built a workplace that supports every stage of life.

We also invest in your growth through leadership and development programs, and offer paid volunteer leave, extra allowances, employee discounts, and access to a wellbeing platform filled with expert fitness, nutrition, and mental wellness resources.

Note: The role is subject to state and federal police background checks.