Escalation and Problem Incident Coordinator, Americas

MRI India; Manila; Hybrid; PHP 900,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid working arrangement

HMO coverage with dependent

Office gym access

Flexible PTO and sick leave

Employee referral program

Job summary

MRI Software in Manila is seeking a detail-focused escalation operations specialist to monitor queues, coordinate major incidents, and ensure timely follow-ups. The role emphasizes ownership, data quality, and cross-team collaboration to prevent repeats and improve reporting.

Qualified candidates will have 3–5 years in enterprise support, strong organizational skills, and experience with CRM and ticketing tools. Hybrid work arrangement and regional benefits are offered.

Qualifications

• Minimum 3–5 years in enterprise support operations or equivalent.
• Strong organizational and coordination capabilities across multiple tasks.
• Excellent written communication for status, timelines, and ownership.
• Demonstrated ability to drive accountability without direct authority.
• Experience with ticketing systems, case management, dashboards, or CRM.

Responsibilities

• Queue surveillance and risk identification to surface aging or high-risk cases.
• Coordinate major incidents by tracking owners, actions, and timelines.
• Ensure follow-up and handoffs with clear ownership and blockers.
• Maintain data quality in escalation histories, timelines, and closures.
• Support continuous improvement and proactive support signals using tools and dashboards.

Skills

Experience in enterprise support ops

Organizational & project coordination

Written communication

Accountability & follow-up

Ticketing/CRM experience

Shift flexibility

Tools

Salesforce Service Cloud

Zendesk

Freshdesk

Amazon Connect

CRM systems

Job description

Essential Duties and Responsibilities

Queue Surveillance and Risk Identification

Monitor escalation, incident, problem, and critical case queues during assigned coverage periods. Identify stalled, aging, high-risk, or unclear-ownership cases before they become more severe or client-visible. Track SLA risk, follow-up gaps, communication cadence gaps, unresolved action items, and handoff concerns. Surface recurring issue patterns, repeat escalation indicators, backlog concerns, and product or client trends to the Regional Escalation Manager. Use dashboards, queue signals, case metadata, backlog trends, and repeat issue indicators to support proactive risk detection.

Incident and Escalation Coordination

Support active major incidents and escalations by maintaining timelines, tracking owners, documenting action items, and keeping status information current. Coordinate follow-up across Support, specialists, Product, Cloud Operations, Services, Managed Services, Client Success, and other involved teams. Ensure client and internal communication cadence commitments are tracked and met on time. Support clear shift handoffs by documenting current status, open actions, owners, blockers, timing commitments, and next required steps. Help separate restoration activities from root-cause follow-up so active situations continue moving while problem management remains disciplined.

Follow-Up and Accountability Management

Drive follow-up discipline across teams by confirming status, tracking commitments, and escalating blockers when progress is at risk. Ensure action items from escalations, incidents, and post-incident reviews are completed, not only assigned. Maintain visibility into who owns what, what is due next, and where additional escalation or decision-making is needed. Support structured handoffs between incident response, escalation ownership, and problem management follow-through. Communicate clearly and professionally with stakeholders at multiple levels, including more senior stakeholders when needed.

Documentation, Data Quality, and Reporting

Support document escalation histories, incident timelines, ownership changes, action items, communication milestones, and resolution progress to a consistent standard. Maintain data hygiene across assigned queues, including severity usage, ownership assignment, required fields, closure accuracy, and timeline completeness. Validate reporting inputs and identify data quality gaps that could make operational or executive reporting unreliable. Support preparation for post-incident reviews and analysis, operational reviews, and leadership reporting by organizing accurate case and incident information. Reinforce the ticket quality, severity discipline, ownership discipline, and documentation standards required for reliable dashboards and KPIs.

Problem Management and Continuous Improvement

Support monitor repeat issue patterns, recurring escalation reasons, product or team trends, and backlog indicators that may require problem management attention. Help identify where playbooks, communication templates, knowledge articles, dashboards, or process changes could reduce repeat escalations. Contribute practical feedback to improve escalation workflows, queue surveillance, handoff routines, and proactive support signals. Support use of AI-assisted tooling, alerts, workflow automation, and knowledge surfacing where these capabilities improve coordination and risk identification. Help move the function from manual follow-up and reactive escalation handling toward operational intelligence and prevention.

Qualifications Required

• 3 to 5 years of experience in enterprise support operations, service desk operations, incident coordination, escalation coordination, project coordination, problem management support, or comparable operational role.
• Strong organizational and project coordination skills, including ability to manage multiple priorities, owners, deadlines, and follow-ups at the same time.
• Strong written communication skills, especially for documenting status, timelines, ownership, blockers, risks, and next steps during active issues.
• Demonstrated 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.
• Ability to work rotating shifts, nights, weekends, or distributed coverage patterns as part of a follow-the-sun operating model.
• Strong judgment, persistence, and comfort escalating blockers when progress is at risk.

Preferred Experience

• Preferred Experience supporting major incident response, critical incident coordination, client escalations, or cross-functional operational projects.
• Familiarity with ITIL concepts, especially incident management and problem management.
• Familiarity with Salesforce Service Cloud, Zendesk, Freshdesk, Amazon Connect, or similar support platforms.
• Experience using dashboards, reporting exports, workflow automation, AI-assisted support tooling, operational analytics, or B2B software support operations.

Competencies

Strong communication and coordination skills; project management mindset; disciplined follow-through; problem solving and pattern recognition; ownership tracking; detail orientation; calm execution under pressure; influence without direct authority; curiosity about recurring issues and prevention opportunities.

Success Measures

Early identification of aging, stalled, at-risk, or unclear-ownership cases; follow-up and communication cadence compliance; documentation completeness and handoff quality; action item closure; data quality and ownership accuracy; contribution to reduced repeat issues and stronger reporting inputs.

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
• And more!

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play.

Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong.

Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

MRI is proud to be an inclusive employer.

We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!

At MRI, our company culture is more than a talking point – it’s what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We’re completely dedicated to making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy.

Now, take a glimpse into some of the fun we have here: MRI Software Instagram