Incident Manager

8x8; Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

8x8 is seeking a Support Incident Manager to drive escalation resolution with a customer-centric approach. You will allocate resources, track SLAs, and coordinate across sales and support teams to ensure timely problem resolution and data-driven improvements.

The role requires strong communication, organization, and experience with cloud/SaaS environments. Hybrid setup in Taguig City supports global operations and US business hours alignment.

Qualifications

• Experience in a technical customer support or related role.
• Excellent written and verbal communication with all levels.
• Ability to work with cross-functional teams outside of support.
• Strong organizational and time management skills.
• Calm under pressure with confident problem solving.
• Familiarity with cloud SaaS concepts and AI tools.

Responsibilities

• Prioritize escalations based on severity guidelines.
• Assign issues to appropriate support managers and teams.
• Monitor escalations through life cycle for timely closure.
• Analyze incidents to drive product and service improvements.
• Lead incident acknowledgement and publish updates to customers.
• Participate in technical reviews for code releases and outages.
• Contribute to war room sessions for time-sensitive issues.
• Escalate non-technical issues to the correct owner.
• Maintain internal/external relationships and conduct monthly reviews.
• Collaborate with senior management to reduce escalations and incidents.
• Document escalation handling processes and ITSM workflows.

Skills

Escalation management

Customer focus

Cross-functional collaboration

Communication

Time management

Problem solving

AI tooling usage

Tools

Salesforce

Google Docs

Microsoft Office

Enterprise AI tools

Job description

Job Description:

8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

The Support Incident Manager is a customer-centric position and will play a critical role in the resolution of escalations from, customers, sales and other 8x8 customer-facing organizations. This role ensures that the right resources are assigned to work on the escalations and that the escalations are brought to a resolution that is timely, in compliance with the designated service level agreements (SLA) and meets the customer business requirements.

Primary Responsibilities:

• Prioritize incoming escalation requests based on 8x8 Technical Support Severity guidelines
• Distribute escalated issues to appropriate support managers and teams on an ad hoc basis
• Monitor and manage escalations through their life cycle to ensure timely completion.
• Analyze escalation and incident management reports and trends to provide product, service and efficiency improvements into the organisation
• Primary driver for incident acknowledgement and publishing of technical and customer facing updates to customers
• Participate in technical review of incidents due to code releases, hardware failures and process errors for the 8x8 product
• Primary support driver in participation in technical operations war room bridges to resolve highly time sensitive issues
• Transfer to appropriate support manager any non-technical escalated issues.
• Establish and maintain good internal and external relationships.
• Manage Monthly escalation analysis meetings with functional team leaders
• Consult with senior management on analysis and improvement goal definitions to reduce escalations and incidents.
• Manage the documentation of escalation handling process guidelines
• Implement ITSM standardized incident management processes

Qualifications:

• Must have relevant experience in a technical customer support role or other technical position.
• Excellent written and verbal communication skills with all levels of the organization
• Ability to work with cross functional teams outside of support.
• Strong organizational and time management skills.
• Ability to handle difficult customers, remain calm under pressure and project confidence in problem solving.
• Proficient in Microsoft Office or equivalent work productivity suite (Google Docs)
• Experience with cloud based support ticketing systems (Salesforce.com preferred)
• Basic understanding of SaaS or cloud based technology.
• Knowledge of and troubleshooting proficiency in Unified Communications, understanding of Networking and VOIP preferred but not required.
• Work in a professional office environment.
• Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
• Ability to utilize basic AI tools (Gemini, Claude or other equivalent enterprise AI suite)

Work Schedule & Location

• Shift: US Business Hours
• Setup: Hybrid
• Location: BGC, Taguig City

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