Night-Shift Production Incident Commander

Evismart

Philippines

Remote

PHP 1,800,000 - 2,800,000

Full time

8 days ago

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Job summary

EviSmart in Taguig, Philippines is seeking a Production Support & Incident Response Lead to own night-time incident response for a SaaS platform serving 2,000+ dental labs. You will investigate using logs and dashboards, coordinate with Eng/DevOps, and ensure restoration with minimal client disruption.

The role emphasizes proactive monitoring, clear incident command, and a thorough handoff to day teams, with accountability for platform continuity.

Qualifications

Experience in production/ SaaS environments with night-shift incident handling.
Ability to investigate production issues using logs, dashboards, and diagnostic tools.

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 escalating
Identify safe workarounds or restorations when permanent fixes are not available
Decide when to handle issues at your level or escalate to Eng/DevOps
Command incidents after teams are involved: keep people aligned and decisions moving
Keep Application Support and stakeholders informed during active incidents
Document incidents, root causes, workarounds and follow-up actions
Ensure recurring issues are addressed and not accepted as normal
Provide complete handoff to daytime team with nothing dropped overnight
Develop a backup within Application Support for night triage independence