Americas Regional Escalation Lead

MRI Software; Philippines; Hybrid; PHP 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid Working Arrangement (2 days WFH

HMO coverage with free dependent

Office gyms access

20 annual leaves

Job summary

MRI Software in Ortigas, Philippines, is building a regional escalation function. The Regional Escalation Manager owns the regional queue, leads high-severity client-facing incidents, and coordinates cross-functional teams to restore service. You will drive proactive risk detection, improve handoffs, and measure performance via dashboards. This role requires 5–8 years in software support or incident management and proven team leadership.

Qualifications

• 5–8 years of experience in software support, service management, incident management, escalation management, or related operational leadership.
• At least 2 years of experience leading a team or directing work through others.
• Experience managing high-severity client escalations, major incidents, or critical operational events.

Responsibilities

• Own the regional escalation queue, including prioritization, ownership clarity, severity alignment, and timely follow-through.
• Serve as the regional escalation authority for high-severity, client-sensitive cases.
• Lead regional coordination during major client-impacting incidents and ensure timely restoration.

Skills

Escalation management

Cross-functional coordination

Incident management

Stakeholder communication

Team leadership

Operational analytics

Education

Bachelor's degree in related field

Tools

CRM systems

Dashboards/BI tools

Salesforce Service Cloud

Job description

MRI Software in Ortigas, Philippines, is building a regional escalation function. The Regional Escalation Manager owns the regional queue, leads high-severity client-facing incidents, and coordinates cross-functional teams to restore service. You will drive proactive risk detection, improve handoffs, and measure performance via dashboards. This role requires 5–8 years in software support or incident management and proven team leadership.