Enterprise Telecom Technical Analyst - Incident Lead

MicroSourcing

Taguig

On-site

PHP 550,000 - 850,000

Full time

14 days+

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Job summary

MicroSourcing in Taguig is seeking a Service Centre Technical Analyst (B2B AU Telco) to join a high‑performing onsite team. You will be the technical expert handling complex network and infrastructure issues for Enterprise customers.

The role requires strong incident management, cross‑team collaboration, and a customer‑centric mindset. You will manage incidents, coordinate with TAC and MIM, coach junior specialists, and ensure clear communication and strict SLA adherence across call and

Qualifications

Proven technical support experience in telecom managed services or large enterprise networking.
Strong troubleshooting across Mobile, Fixed, Contact Centre, Security and Network products.
Experience with ITSM platforms (ServiceNow) and ticketing queues.
Willingness to work 24/7 onsite.

Responsibilities

Provide specialist technical support for Enterprise customers across product platforms.
Serve as primary escalation point and manage incidents for high first-touch resolution.
Lead as technical conduit between Service Centre and MIM during outages.
Coach and mentor junior Client Specialists to raise team capability.
Manage customer expectations with clear communication and SLA adherence.
Coordinate with TAC, Client Delivery, and external vendors to drive resolution.
Ensure smooth handover between shifts and maintain documentation.