Hybrid Incident Manager: End-to-End Network & Voice

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

HMO with dependent cover

Extra vacation leave

Inclusive public holiday swaps

Extended maternity leave

Flexible work options

Job summary

Orro Philippines is seeking an Incident Manager to own end-to-end incident handling for severity 1 and 2 across the customer network, voice and video services in a hybrid Manila setting. You will coordinate between technical teams, carriers, vendors and customers to ensure rapid restoration and root cause fixes.

Robertson-based MSP background with ITIL cert, strong English, and familiarity with Cisco/Fortinet/Meraki will help you lead communications and drive improvements.

Qualifications

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA
• ITIL Foundation certification or a relevant technical certification
• Understanding of core networking concepts (TCP/IP, routing and switching) with exposure to BGP/EIGRP/MPLS/RADIUS
• Familiarity with enterprise network platforms (Cisco/Fortinet/Meraki) in production environments
• Strong written and verbal English for incident communications with technical and non-technical stakeholders

Responsibilities

• Own the incident management process from escalation to closure, prioritising by urgency and impact
• Lead communication with customers, carriers, vendors and internal teams throughout an incident
• Monitor ticket queues to ensure SLAs, metrics and KPIs are met by support teams
• Drive root cause analysis and work with technical teams to remove repeat issues at the source
• Review and improve incident/escalation processes, tools and procedures in line with ITIL
• Report on incident performance against SLAs and coach peers and teams on best practices

Skills

Incident management

ITIL certification

Networking concepts

Network platforms

English communication

MSP experience

Education

Bachelor's degree in IT

Tools

Cisco

Fortinet

Meraki

Job description

Orro Philippines is seeking an Incident Manager to own end-to-end incident handling for severity 1 and 2 across the customer network, voice and video services in a hybrid Manila setting. You will coordinate between technical teams, carriers, vendors and customers to ensure rapid restoration and root cause fixes.

Robertson-based MSP background with ITIL cert, strong English, and familiarity with Cisco/Fortinet/Meraki will help you lead communications and drive improvements.