Incident Manager – Network Operations Centre

Jobtailor; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Jobtailor seeks an experienced Incident Manager to own end-to-end incident handling for customers’ networks, voice, and video services in a managed services environment. You will ensure rapid restoration against SLAs and drive RCA with technical and service teams.

You will spot trends, convert fixes to permanent solutions, and communicate with customers, carriers, vendors, and internal teams. Strong English and ITIL credentials are required.

Qualifications

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

Responsibilities

• Own end-to-end management of severity 1 and 2 incidents across customers' network, voice and video services.
• Keep services running and restore them to full service quickly against agreed SLAs.
• Spot trends early and drive root cause analysis with technical and service delivery teams.
• Turn one-off fixes into permanent solutions.
• Act as the communication path between customers, carriers, vendors and internal teams during incidents.
• Own the incident management process from escalation to closure.
• Prioritise incidents by urgency and customer impact.
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs.
• Review and improve incident and escalation processes, tools and procedures in line with ITIL.
• Report on incident management performance against SLAs.
• Coach peers and support teams on good practice.
• Participate in an after-hours on-call roster and manage standard and ad hoc activities autonomously.

Skills

Incident Management

Leadership

Communication

Root Cause Analysis

TCP/IP Networking

Network Monitoring

Stakeholder Liaison

Education

ITIL 3 Foundation

ITIL 4 Foundation

Tools

Cisco

Fortinet

Meraki

MPLS

BGP

EIGRP

RADIUS

Job description

• Own end-to-end management of severity 1 and 2 incidents across customers' network, voice and video services
• Keep services running and restore them to full service quickly against agreed SLAs
• Spot trends early and drive root cause analysis with technical and service delivery teams
• Turn one-off fixes into permanent solutions
• Act as the communication path between customers, carriers, vendors and internal teams during incidents
• Own the incident management process from escalation to closure
• Prioritise incidents by urgency and customer impact
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs
• Review and improve incident and escalation processes, tools and procedures in line with ITIL
• Report on incident management performance against SLAs
• Coach peers and support teams on good practice
• Participate in an after-hours on-call roster and manage standard and ad hoc activities autonomously

Requirements

• 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
• Working understanding of core networking concepts including TCP/IP, routing and switching
• Exposure to at least one of BGP, EIGRP, MPLS or RADIUS
• Familiarity with enterprise network platforms such as Cisco, Fortinet or Meraki
• Experience with voice and carrier services in production environments
• Strong written and verbal English
• Ability to lead incident communication with technical and non-technical stakeholders
• Role subject to state and federal police background checks

Core Competencies

Demonstrates expertise in incident management, ensuring timely resolution of severity 1 and 2 incidents while maintaining service quality and adherence to SLAs. Proficient in communication with diverse stakeholders and capable of driving process improvements in line with ITIL standards.

Highest-signal resume keywords

• Incident Management
• ITIL 3 or 4 Foundation Certification
• TCP/IP Networking
• Cisco Networking Platforms
• Voice and Carrier Services

Hard Skills

• Incident Management
• Root Cause Analysis
• TCP/IP
• BGP
• EIGRP
• MPLS
• RADIUS
• Service Level Agreements (SLA)
• Network Monitoring
• Process Improvement

Soft Skills

• Strong Written Communication
• Strong Verbal Communication
• Leadership
• Coaching

Certifications & Qualifications

• ITIL 3 Foundation
• ITIL 4 Foundation

Industry Keywords

• Managed Service Provider (MSP)
• Incident Escalation
• Customer Impact
• Technical Stakeholders
• Non-Technical Stakeholders

Tools & Technologies

• Cisco
• Fortinet
• Meraki