Production Support And Incident Response Lead

EviSmart™; Philippines; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

EviSmart is seeking a Production Support & Incident Response Lead for an on-site night shift at our Manila operations. You will own incident response and platform continuity, ensuring rapid detection, diagnosis, and restoration of services while coordinating with engineering and operations.

As the lead on shift, you will drive incident containment, oversee escalation, and ensure accountability until stability is achieved, contributing to continuous improvement and reliability of the platform.

Qualifications

• Lead the production support and incident response on the night shift.
• Investigate, diagnose, and restore services rapidly during outages.
• Coordinate with engineering and operations to bring systems back online.
• Own post-incident review and preventive actions.

Responsibilities

• Own incident response and platform continuity on the night shift.
• Investigate incidents, determine safe restoration, and guide escalation.
• Communicate status and recovery timelines to stakeholders.

Skills

Incident management

Production support

Night shift leadership

Job description

Job Description:

On-site Full-Time Night Shift

Why EviSmart

• 300 people. Two hubs: Vancouver HQ and Manila operations.
• 145% year-over-year SaaS growth - the market is responding.
• 28 countries. One platform. The dental industrys Autopilot.
• An in-house AI model research and development team building proprietary intelligence.

How We Work We ship before we were 100% certain. We write things down because we have two offices and memory is lossy. We debate loudly and move without resentment. We treat the customers real problem as more important than an elegant internal process. If youve spent time waiting for permission to try something obvious — youll notice the difference here immediately.

When something goes wrong in production overnight, theProduction Support & Incident Response Lead isthe person leading the response.

EviSmart is looking for a Production Support & Incident Response Leadto own incident response and platform continuity during our night operations.

This is not a role where you simply monitor dashboards, create a ticket, and wait for Engineering.

You will be thelead incident response person on shift. You are expected to investigate first, understand what is happening, determine the safest way to restore operations, bring in the right technical people when necessary, and remain accountable for the incident until the platform is stable.