L3 Support & Incident Lead (Manila)

EviSmart™; Manila; On-site; PHP 400,000 - 650,000; Full time

Job summary

EviSmart™ in Metro Manila seeks an L3 Support & Incident Lead to own overnight incidents on the platform. You’ll handle the 2am shift on-site at BGC Taguig and drive resolution until the morning engineers arrive with a permanent fix.

You must have real diagnostic experience, investigate evidence yourself, determine root causes, and implement workarounds to keep customers running. This is an autonomous, accountable individual contributor role.

Qualifications

• Must have hands-on incident investigation experience.
• Own overnight shifts (2am start) and take decisive action.
• Identify root causes and communicate fixes clearly.
• Write runbooks and document incident handling steps.

Responsibilities

• Lead overnight platform incidents from detection to resolution.
• Analyze evidence, determine root cause, and implement workarounds.
• Coordinate with engineering and operations teams for fixes.
• Create runbooks to guide future incident responses.

Skills

Incident management

Root cause analysis

Diagnostic skills

SLA adherence

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 elevate 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.