Hybrid Incident Manager — Network & Customer Advocate

Orro Group; Metro Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO with dependent cover

Flexible work options

Inclusive public holiday swaps

Extended leave

Job summary

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents for our Manila-based customers in a hybrid model. You will be the single voice between customers, carriers, vendors and internal teams, driving root cause analysis and permanent fixes while ensuring adherence to SLAs.

You will join our network support team, applying ITIL practices and coordinating with technical and service delivery colleagues.

Qualifications

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA.
• ITIL 3 or 4 Foundation certification, or a relevant technical certification.
• Solid understanding of TCP/IP, routing and switching with exposure to BGP, EIGRP, MPLS or RADIUS.
• Familiarity with Cisco, Fortinet or Meraki in production environments.
• Strong written and verbal English for incident communications.

Responsibilities

• Own the incident management process from escalation to closure, prioritising incidents by urgency and customer impact.
• Lead communications with customers, carriers, vendors and internal teams throughout the life of an incident.
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs.
• Drive root cause analysis and work with technical teams to remove repeat issues at the source.
• Review and improve incident and escalation processes, tools and procedures in line with ITIL.
• Report on incident management performance against SLAs and coach peers and support teams on good practice.

Skills

Incident management

ITIL Foundation

TCP/IP & routing

Cisco/Fortinet/Meraki

English communication

Education

Bachelor's degree in Information Technology, Business or related field

Job description

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents for our Manila-based customers in a hybrid model. You will be the single voice between customers, carriers, vendors and internal teams, driving root cause analysis and permanent fixes while ensuring adherence to SLAs.

You will join our network support team, applying ITIL practices and coordinating with technical and service delivery colleagues.