Global Incident & Escalation Orchestrator

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 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.