Incident & Escalation Coordinator - Americas

MRI Software; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid Working Arrangement (2 days WFH

HMO coverage with free dependent upon

Free 24/7 access to our office gyms (M

20 annual leaves

Office location in Ortigas

Career growth opportunities

Job summary

MRI Software is building a global Escalation and Problem Incident Coordination capability to enhance client impact visibility and restoration speed. The role focuses on hands‑on operational coordination for escalations, incidents, and documentation, driving accountability, and clear ownership across multiple teams during high‑pressure client situations.

The candidate will monitor queues, track SLAs, coordinate follow‑ups, and support data quality and post‑incident reviews to prevent repeats and

Qualifications

• 3 to 5 years of experience in enterprise support operations or related roles.
• Strong written communication for documenting status and next steps.
• Ability to drive accountability without direct authority.
• Experience with ticketing and CRM systems.

Responsibilities

• Monitor queues for aging, high‑risk, or unclear‑ownership cases to prevent client impact.
• Maintain timelines, owners, action items, and status during active incidents and escalations.
• Coordinate follow‑ups across multiple teams and ensure timely communications.
• Document histories, ensure data quality, and support reliable dashboards and KPIs.
• Identify opportunities to reduce repeat escalations and improve processes.

Skills

Organization & project coordination

Communication

Problem solving

Cross-functional collaboration

Planning and prioritization

Tools

Ticketing systems

Case management platforms

Operational dashboards

Job description

MRI Software is building a global Escalation and Problem Incident Coordination capability to enhance client impact visibility and restoration speed. The role focuses on hands‑on operational coordination for escalations, incidents, and documentation, driving accountability, and clear ownership across multiple teams during high‑pressure client situations.

The candidate will monitor queues, track SLAs, coordinate follow‑ups, and support data quality and post‑incident reviews to prevent repeats and