Escalation & Incident Manager

Ingram Micro Philippines BPO LLC; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking an escalation coordinator to act as the primary liaison for critical customer escalations, guiding issues from intake to resolution. You will coordinate across internal teams, communicate updates, and drive root cause investigations to prevent recurrence.

The role emphasizes customer advocacy and structured incident management. The successful candidate will have 2–5 years in related roles, experience with CRM and Zendesk, and the ability to operate

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management in high volume, high complexity environments.
• Experience with communication tools across telephone, email and video conferencing (Teams) and with client/case management and ticketing platforms (CRM systems, Zendesk).
• Experience in IT industry, some understanding of Cloud and IT provider space.
• Familiarity with incident management and customer service methodologies.
• Experience supporting and interacting with diverse customer segments including enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Coordinate customer-facing communications and progress updates.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers, and follow-up discussions.
• Escalate risks, blockers, and executive concerns proactively to immediate manager.

Skills

Customer support experience

Escalation management

Communication tools

Cross-functional collaboration

Time zone adaptability

Tools

CRM systems

Zendesk

Teams

Video conferencing

Ticketing platforms

Job description

Ingram Micro Philippines BPO LLC is seeking an escalation coordinator to act as the primary liaison for critical customer escalations, guiding issues from intake to resolution. You will coordinate across internal teams, communicate updates, and drive root cause investigations to prevent recurrence.

The role emphasizes customer advocacy and structured incident management. The successful candidate will have 2–5 years in related roles, experience with CRM and Zendesk, and the ability to operate