L3 Support And Incident Lead Manila

EviSmart™; Taguig; On-site; PHP 350,000 - 550,000; Full time

Job summary

EviSmart™ is seeking an L3 Support & Incident Lead for the night shift at our BGC Taguig site. You will own the overnight incident lifecycle, diagnosing issues independently and guiding the on-site teams until a permanent fix arrives in the morning.

Responsibilities include investigating root causes, implementing temporary workarounds to keep customers working, and documenting the runbook for future incidents. This is a hands-on, single-contributor role with strict on-site requirements.

Qualifications

• Real diagnostic experience required.
• Ability to own overnight/night shift incidents.
• On-site presence at BGC Taguig is mandatory.

Responsibilities

• Run the overnight incident lifecycle solo (night shift at 2am).
• Diagnose issues from first principles and determine actionable steps.
• Provide temporary workarounds and shepherd fix implementation until morning.

Job description

Job Description:

L3 Support & Incident Lead

Night shift · On-site, BGC Taguig ·

About the job

We need someone who can run an incident alone at 2am. Youll 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 labs whole production day slips. Our engineers and dev team are day shift. When something breaks, there is nobody to escalte to.

So you look at whats actually happening, work out whats 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. Youve 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 isnt 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 youll be writing the runbook, not following one. Dont apply expecting a playbook to be waiting for you.

Were 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 youll have real authority here — the teams you direct sit around you.

Requirements: