Incident Manager: Customer-Focused ITSM & Escalations

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

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.