Incident Manager - Network Operations Centre

Orro Group; Makati; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

HMO with dependent cover

Extra vacation leave

Inclusive public holiday swaps

Extended maternity leave

Flexible work options

Growth and development programs

Job summary

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents within our Manila network support team. You will act as the customer advocate, coordinating between technical teams, carriers, vendors and customers to ensure rapid restoration and permanent fixes.

You will drive root cause analysis, monitor SLA adherence, and contribute to process improvements in ITIL-aligned incident management.

Qualifications

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA, within an MSP environment.
• ITIL 3 or 4 Foundation certification, or a relevant technical certification.
• A working understanding of core networking concepts including TCP/IP, routing and switching, with exposure to at least one of BGP, EIGRP, MPLS or RADIUS.
• Familiarity with enterprise network platforms such as Cisco, Fortinet or Meraki, plus voice and carrier services, in production environments.
• Strong written and verbal English, able to lead incident communication with technical and non technical stakeholders.

Responsibilities

• Own the incident management process from escalation to closure, prioritising incidents by urgency and customer impact.
• Lead communication with customers, carriers, vendors and internal teams throughout the life of an incident.
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs.
• 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 and support teams on good practice.

Skills

Incident management

ITIL v3/v4

TCP/IP basics

Routing & Switching

Cisco/Fortinet/Meraki

English fluency

Education

Bachelor's degree in IT/Business or related

Tools

MSP tooling

Job description

Five days onsite wearing you down? Long commutes catching up with you?

Most incident management roles are about following the process. This one is about owning it, on a hybrid model that gives you your time back. We are looking for an Incident Manager to join our network support team in Manila as the customer's advocate on every severity 1 and 2 incident, from first escalation through to root cause and permanent fix. That means being the single voice between technical teams, carriers, vendors and the customer, and the person who makes sure the same issue does not come back twice.

About Orro

We're an Australian success story, now close to 500 people strong, delivering secure, end to end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia's biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.

Our mission? To create "future now" solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they're with. But more than that, we know that real impact comes from connecting people, not just machines. That's why we take the time to understand our clients; how they work, what matters to them, and where they're headed so we can deliver not just what they need today, but what they'll need next.

With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.

What You'll Be Doing

Own the end to end management of severity 1 and 2 incidents across our customers' network, voice and video services, keeping them running and back to full service quickly against agreed SLAs. Alongside our technical and service delivery teams, you spot trends early, drive root cause analysis and turn one off fixes into permanent ones. While an incident is in flight, you are the communication path between customers, carriers, vendors and internal teams. The role includes an after hours on call roster and plenty of autonomy across both standard and ad hoc activities.

• Own the incident management process from escalation to closure, prioritising incidents by urgency and customer impact
• Lead communication with customers, carriers, vendors and internal teams throughout the life of an incident
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs
• 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 and support teams on good practice

What You’ll Bring

The Essentials

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA, within an MSP environment
• ITIL 3 or 4 Foundation certification, or a relevant technical certification
• A working understanding of core networking concepts including TCP/IP, routing and switching, with exposure to at least one of BGP, EIGRP, MPLS or RADIUS
• Familiarity with enterprise network platforms such as Cisco, Fortinet or Meraki, plus voice and carrier services, in production environments
• Strong written and verbal English, able to lead incident communication with technical and non technical stakeholders

Bonus Points

• Bachelor's degree in Information Technology, Business or a related field

Even if you don't tick every box, don't let that hold you back. If this sounds like your kind of challenge, we'd genuinely love to hear from you.

Why Orro Philippines?

We're proud of our growing presence in the Philippines: over 150 team members and a central Manila office. We support our people, and those who matter most to them, with meaningful, inclusive benefits built for every stage of life, including HMO with dependent cover, extra vacation leave, inclusive public holiday swaps, extended maternity leave, and flexible work options.

We also invest in your growth and wellbeing through leadership and development programs, extra allowances, employee discounts, and a wellbeing platform full of fitness, nutrition, and mental wellness resources.

Beyond the benefits, life at Orro Manila is good fun. Our teams come together year round for events like our Mini Sportsfest, and giving back matters too, with regular community outreach and charity drives you can join on work time through paid volunteer leave. It's how we stay connected, look after one another, and make an impact as one team.

Note: The role is subject to state and federal police background checks.