Escalation and Problem Incident Coordinator, Americas

mrisoftware; Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

MRI Software is establishing a 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, ensuring ownership is clear and communication commitments are met even under high-pressure client situations.

Qualifications

• 3–5 years in enterprise support operations, service desk operations, incident coordination, escalation coordination, project coordination, or related roles.
• Experience with incident timelines, ownership tracking, and post-incident documentation is a plus.
• Ability to drive accountability and maintain progress under pressure.

Responsibilities

• Monitor escalation, incident, problem, and critical queues; identify risk and ownership gaps.
• Support active incidents and escalations; track owners and actions; maintain status and communication cadence.
• Drive follow-up discipline; escalate blockers; ensure timely completion of actions and handoffs.
• Document histories, timelines, ownership changes, and data quality for reliable reporting.
• Suggest improvements to workflows, playbooks, and dashboards for proactive support.

Skills

Strong communicator

Problem solving

Organizational skills

Project coordination

Job description

MRI Software is establishing a global Incident, Problem, Escalation, and Critical Care Management capability to improve client impact visibility, accelerate restoration, strengthen accountability, and reduce repeat issues across the global support organization.

The Escalation and Problem Incident Coordinator provides hands‑on operational coordination for active escalations, incidents, follow‑ups, queue risks, handoffs, and documentation. This role helps ensure issues do not stall, ownership is clear, communication commitments are met, and risks are surfaced before client situations worsen.

This is not an administrative ticket‑chasing role. The coordinator must be a strong communicator, problem solver, organizer, and operational project manager who can manage moving parts across teams, identify patterns, drive accountability, and keep work progressing during high‑pressure client‑impacting situations.

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, blo