The role involves managing major incidents and leading problem management activities to ensure service restoration and operational reliability. You will coordinate with technical teams and stakeholders while facilitating clear communication and reporting throughout the incident lifecycle.
SPECIFIC DUTIES AND RESPONSIBILITIES
Incident & Problem Management
Manage major incidents by coordinating technical resources and stakeholders to support timely service restoration and minimize business impact.
Lead problem management activities to identify recurring service issues and support sustainable corrective actions
Conduct chronic site investigations to identify recurring operational issues and improve service reliability
Coordinate incident and problem activities across technical teams to maintain alignment on priorities, actions, and resolution requirements
Customer & Stakeholder Management
Communicate with customers through phone calls, email, and meetings to provide clear and timely updates throughout the incident and problem management lifecycle.
Facilitate customer-facing and internal stakeholder meetings to coordinate activities, communicate status, and maintain alignment on next steps
Collaborate with internal stakeholders, technical teams, and colleagues to support effective incident investigation and problem resolution
Operational Support & Continuous Improvement
Generate incident, problem, and operational reports to provide stakeholders with visibility into service issues, findings, and recurring operational concerns
Support investigations involving SD-WAN, Juniper SD-WAN, and LAN/WAN environments to facilitate effective incident and problem resolution.
Identify and support process improvement opportunities to enhance incident management, problem management, and overall operational effectiveness.
Participate in rotational on-call coverage to provide incident and problem management support based on operational requirements
COMPETENCIES
Core Competencies (Must-have Competencies)
Major Incident Management: Ability to manage major incidents, coordinate technical resources and stakeholders, facilitate communications, and support timely restoration of impacted services
Problem Management: Ability to investigate recurring and chronic service issues, coordinate problem investigations, and support sustainable corrective actions
SD-WAN Knowledge: Strong understanding of SD-WAN environments and the ability to support incident and problem management activities involving SD-WAN services
Telecommunications: Strong understanding of telecommunications environments and operational processes required to support network-related incidents and problem management
LAN/WAN Knowledge: Ability to understand and support technical investigations involving LAN and WAN environments
Customer & Stakeholder Communication: Ability to communicate effectively with customers, technical teams, and internal stakeholders through phone calls, email, and meetings
Juniper SD-WAN: Ability to support incident investigation and problem management activities within Juniper SD-WAN environments
Cisco Contact Centre: Relevant knowledge or experience with Cisco Contact Centre environments to support broader technical investigations.
Process Improvement: Ability to identify opportunities for improving incident and problem management processes and operational effectiveness.
Learning Agility: Ability to quickly understand new technologies, processes, tools, and operational environments.
Collaboration & Meeting Facilitation: Ability to collaborate effectively with colleagues and facilitate customer-facing and internal stakeholder discussions.
QUALIFICATIONS
Educational Qualification/s
Bachelor’s degree; no preferred degree or certification was specified
Professional Qualification/s
Minimum 5+ years of experience in Major Incident Management
Minimum 5+ years of experience in Problem Management
Minimum 5+ years of experience working with or supporting SD-WAN environments
Minimum 2+ years of experience with Juniper SD-WAN
Minimum 5+ years of telecommunications experience
Experience or knowledge of LAN/WAN environments.
Experience coordinating and communicating with internal technical stakeholders and customers
Experience communicating through phone calls, email, and stakeholder meetings
Ability to operate effectively in customer-facing situations
Ability to work collaboratively with technical and operational teams
Ability to participate in rotational on-call coverage
Relevant experience with Cisco Contact Centre is considered an asset
Work Conditions
Work Schedule: Monday to Friday
Shift: Work involves a standard 9-hour shift structure
09:00 PM to 06:00 AM / 10:00 PM to 07:00 AM / 11:00 PM to 08:00 AM (Philippine time - subject to daylight-saving changes in Eastern Time)
Overtime/On call: May be required on a rotational basis from Sunday to Sunday with 24-hour coverage requirements
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