Incident Management Analyst: SLA & Escalation Lead

CallTek; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Job summary

CallTek is seeking an Incident Management Analyst to monitor, analyze, and coordinate incidents for timely resolution and consistent service delivery. The role emphasizes SLA tracking, incident reviews, trend identification, escalation coordination, stakeholder communication, and operational reporting.

The analyst will monitor high-priority incidents, conduct reviews, identify recurring issues, and prepare incident briefings and status updates for operational discussions, while providing

Qualifications

• Experience in incident management, technical support, NOC, or operations preferred but not required
• Strong ability to track SLAs and identify trend patterns in incidents
• Proven analytical and communication skills for cross-team coordination

Responsibilities

• Monitor high-priority incidents, escalations, and SLA performance
• Conduct incident reviews and follow-up on open or escalated cases
• Identify recurring incidents, trends, and problem areas needing investigation
• Coordinate incident escalations and communications across teams
• Prepare incident briefings, summaries, and status updates for operations
• Prepare and maintain brand-specific incident reports for visibility into incidents
• Provide overflow escalation support when additional coverage is required

Skills

Incident management

SLA tracking

Analytical thinking

Communication

Stakeholder coordination

Reporting tools

Tools

Excel

Salesforce

Job description

CallTek is seeking an Incident Management Analyst to monitor, analyze, and coordinate incidents for timely resolution and consistent service delivery. The role emphasizes SLA tracking, incident reviews, trend identification, escalation coordination, stakeholder communication, and operational reporting.

The analyst will monitor high-priority incidents, conduct reviews, identify recurring issues, and prepare incident briefings and status updates for operational discussions, while providing