Critical Incident & Escalation Coordinator

MRI Software; Manila; Hybrid; PHP 520,000 - 680,000; Full time

Benefits offered by this job

Hybrid Working (2 days WFH)

HMO coverage

Ortigas Office

Gym access

20 annual leaves

Career growth opportunities

Job summary

MRI Software is expanding its global Incident, Problem, Escalation, and Critical Care Management capability to improve client impact visibility and accelerate restoration. The Escalation and Problem Incident Coordinator provides hands‑on operational coordination for active escalations, incidents, follow‑ups, queue risks, handoffs, and documentation.

This role requires strong communication, problem solving, and organizational skills to manage moving parts across teams and maintain progress during

Qualifications

• Strong written communication, documenting status, timelines, ownership, blockers, risks, and next steps during active issues.
• Ability to drive accountability and follow-up across teams without direct authority.
• Experience using ticketing systems, case management platforms, operational dashboards, queue monitoring tools, or CRM systems.

Responsibilities

• Monitor escalation, incident, problem, and critical case queues during coverage periods.
• Identify aging or high‑risk cases and ensure ownership is clear.
• Coordinate follow‑ups across multiple teams and track status and ownership.
• Maintain timelines, owners, action items, and status for active incidents and escalations.
• Support data quality and reporting for post‑incident reviews and leadership reporting.

Skills

Communication skills

Project coordination

Operational coordination

Problem solving

Documentation

Tools

CRM systems

Operational dashboards

Ticketing systems

Job description

MRI Software is expanding its global Incident, Problem, Escalation, and Critical Care Management capability to improve client impact visibility and accelerate restoration. The Escalation and Problem Incident Coordinator provides hands‑on operational coordination for active escalations, incidents, follow‑ups, queue risks, handoffs, and documentation.

This role requires strong communication, problem solving, and organizational skills to manage moving parts across teams and maintain progress during