Incident Escalation & Problem Coordination Lead

MRI India; Manila; Hybrid; PHP 900,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid working arrangement

HMO coverage with dependent

Office gym access

Flexible PTO and sick leave

Employee referral program

Job summary

MRI Software in Manila is seeking a detail-focused escalation operations specialist to monitor queues, coordinate major incidents, and ensure timely follow-ups. The role emphasizes ownership, data quality, and cross-team collaboration to prevent repeats and improve reporting.

Qualified candidates will have 3–5 years in enterprise support, strong organizational skills, and experience with CRM and ticketing tools. Hybrid work arrangement and regional benefits are offered.

Qualifications

• Minimum 3–5 years in enterprise support operations or equivalent.
• Strong organizational and coordination capabilities across multiple tasks.
• Excellent written communication for status, timelines, and ownership.
• Demonstrated ability to drive accountability without direct authority.
• Experience with ticketing systems, case management, dashboards, or CRM.

Responsibilities

• Queue surveillance and risk identification to surface aging or high-risk cases.
• Coordinate major incidents by tracking owners, actions, and timelines.
• Ensure follow-up and handoffs with clear ownership and blockers.
• Maintain data quality in escalation histories, timelines, and closures.
• Support continuous improvement and proactive support signals using tools and dashboards.

Skills

Experience in enterprise support ops

Organizational & project coordination

Written communication

Accountability & follow-up

Ticketing/CRM experience

Shift flexibility

Tools

Salesforce Service Cloud

Zendesk

Freshdesk

Amazon Connect

CRM systems

Job description

MRI Software in Manila is seeking a detail-focused escalation operations specialist to monitor queues, coordinate major incidents, and ensure timely follow-ups. The role emphasizes ownership, data quality, and cross-team collaboration to prevent repeats and improve reporting.

Qualified candidates will have 3–5 years in enterprise support, strong organizational skills, and experience with CRM and ticketing tools. Hybrid work arrangement and regional benefits are offered.