Incident Response Escalation Specialist

ECAM; Pasig; On-site; PHP 420,000 - 600,000; Full time

Job summary

ECAM is seeking an Escalation Specialist to serve as the SME for the monitoring center and to manage escalations from the detection team. You will ensure timely actions, follow protocols, and coordinate with authorities and clients to protect assets.

On-site role in Metro Manila, with potential evening, weekend, and holiday shifts. Fresh graduates welcome; a degree is a plus and security/ surveillance exposure is advantageous.

Qualifications

• Excellent communication, both verbal and written.
• Ability to multitask across multiple applications with accuracy.
• Strong security mindset and urgency in decision making.
• Experience in handling escalations and coordinating with authorities is a plus.

Responsibilities

• Protect client assets by resolving issues promptly.
• Follow client protocols and guidelines.
• Communicate with authorities, property owners, and security personnel.
• Receive inbound calls or emails from clients and authorities.
• Document actions in incident trackers for investigations.
• Coordinate with North American colleagues on process alignment.
• Learn new tasks and suggest process improvements.
• Ad hoc monitoring of client sites as needed.

Skills

Verbal and written communication

Multitasking

Security mindset

Adaptability

Attention to detail

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

ECAM is seeking an Escalation Specialist to serve as the SME for the monitoring center and to manage escalations from the detection team. You will ensure timely actions, follow protocols, and coordinate with authorities and clients to protect assets.

On-site role in Metro Manila, with potential evening, weekend, and holiday shifts. Fresh graduates welcome; a degree is a plus and security/ surveillance exposure is advantageous.