Night-Shift Incident Command Lead (SaaS)

EviSmart™; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

EviSmart Philippines is seeking a Production Support & Incident Response Lead to own incident response and platform continuity during our night operations. You will be the lead incident response person on shift, investigating first, restoring operations, and coordinating with Engineering and DevOps to minimize disruption.

The role supports 2,000+ dental labs on a single platform, requiring calm under pressure, clear communication, and accountability for end-to-end incident management.

Qualifications

• Strong hands-on experience in Application/Production Support for SaaS platforms.
• Experience supporting 24/7 on-call production environments.
• Ability to investigate using logs, dashboards, APIs, databases and diagnostic tools.
• Experience with incident response, root-cause analysis and post-mortems.

Responsibilities

• Lead the response to production incidents during the night shift.
• Continuously monitor platform health and act on warning signs before they impact customers.
• Perform first-line investigation using logs, dashboards, monitoring tools and available system access.
• Determine impact and likely source before escalation.
• Identify safe workarounds or restoration options when fixes aren’t immediate.
• Decide when issues can be handled solo and when to escalate to Engineering/DevOps.
• Command incidents to keep teams aligned and communications clear.
• Keep stakeholders informed during active incidents and post-incident follow-ups.
• Document incidents, root causes, workarounds and follow-up actions.
• Provide complete handoffs to daytime teams with no dropped information.

Skills

Incident response

Production support

24/7 on-call

Monitoring & observability

Education

Bachelor’s degree or equivalent

Tools

Grafana

Datadog

CloudWatch

Splunk

Kibana

Azure Monitor

Job description

EviSmart Philippines is seeking a Production Support & Incident Response Lead to own incident response and platform continuity during our night operations. You will be the lead incident response person on shift, investigating first, restoring operations, and coordinating with Engineering and DevOps to minimize disruption.

The role supports 2,000+ dental labs on a single platform, requiring calm under pressure, clear communication, and accountability for end-to-end incident management.