Incident Manager - Hybrid Manila, On-Call & RCA

Orro Group; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

HMO with dependent cover

Extra vacation leave

Public holiday swaps

Extended maternity leave

Flexible work options

Job summary

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents across customers' network, voice and video services in a hybrid Manila-based role. You will serve as the single voice between customers, carriers, vendors and internal teams, driving root cause analysis and permanent fixes with autonomy and after-hours on-call duties.

You will collaborate with technical and service delivery teams to ensure incidents are resolved quickly while maintaining

Qualifications

• 4+ years managing severity 1 and 2 incidents for external clients under SLA in MSP environment.
• ITIL 3 or 4 Foundation certification, or a relevant technical certification.
• Understanding of core networking concepts including TCP/IP, routing and switching, with exposure to at least one of BGP, EIGRP, MPLS or RADIUS.
• Experience with Cisco, Fortinet or Meraki in production environments, including voice and carrier services.
• Strong written and verbal English for incident communications.

Responsibilities

• Own the incident management process from escalation to closure, prioritising by urgency and customer impact.
• Lead communication with customers, carriers, vendors and internal teams throughout the life of an incident.
• Monitor ticket queues to ensure SLAs, metrics and KPIs are met by support teams.
• Drive root cause analysis and work with technical teams to remove repeat issues at the source.
• Review and improve incident and escalation processes, tools and procedures in line with ITIL.
• Report on incident management performance against SLAs and coach peers.

Skills

Incident management

ITIL certification

Networking concepts

Cisco/Fortinet/Meraki experience

English communication

Education

Bachelor's degree

Job description

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents across customers' network, voice and video services in a hybrid Manila-based role. You will serve as the single voice between customers, carriers, vendors and internal teams, driving root cause analysis and permanent fixes with autonomy and after-hours on-call duties.

You will collaborate with technical and service delivery teams to ensure incidents are resolved quickly while maintaining