Incident Manager - Escalations & SLA Lead

8x8 International Philippine Branch Office; Manila; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

8x8 International Philippine Branch Office in Manila is seeking a Support Incident Manager to coordinate escalations from customers, sales, and other teams, ensuring timely resolution within SLA and business requirements.

You will drive incident acknowledgement, update customers, and steer cross-functional reviews, with experience in SaaS, cloud tech, and AI tools to boost efficiency.

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)

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

Skills

Communication

Time management

Cross-functional collaboration

Problem solving

Customer handling

Tools

Salesforce

Google Docs

AI tools

Job description

8x8 International Philippine Branch Office in Manila is seeking a Support Incident Manager to coordinate escalations from customers, sales, and other teams, ensuring timely resolution within SLA and business requirements.

You will drive incident acknowledgement, update customers, and steer cross-functional reviews, with experience in SaaS, cloud tech, and AI tools to boost efficiency.