L3 Support And Incident Lead Manila

EviSmart™; Manila; On-site; PHP 720,000 - 900,000; Full time

Job summary

EviSmart™ in Manila seeks an L3 Support & Incident Lead to own the overnight shift on-site at BGC Taguig. You will diagnose incidents at 2am, determine root cause, and implement workarounds to keep the platform running.

This role requires hands-on investigation, autonomous decision-making, and writing the runbook to document the morning fixes. Night shift and on-site presence are non-negotiable. You will interact with engineers and the daily morning team to prepare permanent fixes.

Qualifications

• Real diagnostic experience; not just escalation handling.
• Willingness to work night shifts on-site.
• Ability to work autonomously and make decisions.

Responsibilities

• Own the overnight L3 incident lead on-site at BGC Taguig.
• Diagnose issues independently, determine root cause, and implement workarounds.
• Document runbooks and contribute to morning fixes with the dev team.
• Coordinate with engineers to ensure service continuity during the night.

Skills

Diagnostic analysis

Incident management

Autonomous decision making

Job description

Job Description:

L3 Support & Incident LeadNight shift · On-site, BGC Taguig ·

About the job

We need someone who can run an incident alone at 2am. You'll own the overnight shift for the platform 2,000 dental labs run their case intake on. Cases have to book correctly within 15 minutes or a lab's whole production day slips. Our engineers and dev team are day shift. When something breaks, there is nobody to escalated to.

So you look at what's actually happening, work out what's wrong yourself, and then tell the relevant teams what to do. You put a workaround in place so the customer keeps working until the devs pick up the permanent fix in the morning.

Real diagnostic experience is required. Not \"I ran the bridge call\" — actual investigation. You've looked at the evidence yourself and worked out what was wrong, rather than gathering details and passing them on. If your answer to \"what did you check\" is \"I engaged the relevant teams,\" this isn't the role.

Night shift and 100% on-site in BGC are non-negotiable, not preferences. This is an individual contributor role — no direct reports. Our documentation is thin, so you'll be writing the runbook, not following one. Don't apply expecting a playbook to be waiting for you.

We're not a chaotic place to work, but we are serious. We need someone who takes the call, makes the decision, and follows it through until it stops happening. Do that and you'll have real authority here — the teams you direct sit around you.

Requirements: