Incident Manager - 24/7 Support & Data Insights

ncr; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

NCR Voyix Corporation is seeking a Service Desk professional to support its 24x7 global operations from Cebu City. You will handle escalations, track tickets in ServiceNow, and create dashboards using Excel, Power BI, and Tableau to measure incident and telephony metrics.

The role requires a high level of English proficiency, strong communication skills, and the ability to work a flexible schedule in a fast-paced environment. Prior exposure to customer service is a plus.

Qualifications

• High School Diploma or equivalent.
• Advanced level of spoken and written English (B2 or C1).
• Strong communication and customer support skills.
• Experience with Excel and PowerPoint; basic Power BI/Tableau.

Responsibilities

• Respond to customer escalations and track progress using ServiceNow.
• Produce reports/dashboards with Excel, Power BI, Tableau; monitor incident/telephony metrics.
• Escalate issues per defined paths; communicate progress to stakeholders.
• Support quality improvement through coaching and knowledge sharing.
• Maintain knowledge base and assist with team meetings and projects.

Skills

Excellent communication

Customer service

English proficiency

Flexibility

Multitasking

Windows OS

Education

High School Diploma or equivalent

Tools

Excel

PowerPoint

Power BI

Tableau

Windows OS

Job description

NCR Voyix Corporation is seeking a Service Desk professional to support its 24x7 global operations from Cebu City. You will handle escalations, track tickets in ServiceNow, and create dashboards using Excel, Power BI, and Tableau to measure incident and telephony metrics.

The role requires a high level of English proficiency, strong communication skills, and the ability to work a flexible schedule in a fast-paced environment. Prior exposure to customer service is a plus.