Regional Escalation Manager, Americas

mrisoftware; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

MRI Software is establishing a global Incident, Problem, & Escalation Management team to improve client impact visibility, accelerate restoration, strengthen accountability, and reduce repeat issues across the global support organization.

The Regional Escalation Manager owns regional escalation queue and leads high-severity, client-sensitive cases, coordinating with Support, Product, Cloud Operations, Services, Client Success, and other partners.

Qualifications

• 5 to 8 years of experience in software support, service management, technical operations, incident management, escalation management, or comparable operational leadership.
• At least 2 years of experience leading a team or directing operational work through others.
• Experience managing high-severity client escalations, major incidents, or critical operational events from engagement through closure.
• Strong written and verbal communication skills, including communication with senior client and internal stakeholders during high-pressure situations.

Responsibilities

• Own the regional escalation queue, including prioritization, ownership clarity, severity alignment, and timely follow-through.
• Serve as the regional escalation authority for high-severity, client-sensitive, aging, stalled, or strategically important cases.
• Ensure escalations are managed consistently against global standards, playbooks, escalation criteria, and executive visibility triggers.
• Partner with regional Support leadership to identify operational risk, client impact, capacity pressure, and recurring product or service pain points.
• Maintain and own proactive communication cadence and ensure internal teams meet required commitments during escalated situations.

Skills

Escalation management

Cross-functional coordination

Stakeholder communication

Problem-solving

Job description

MRI Software is establishing a global Incident, Problem, & Escalation Management team to improve client impact visibility, accelerate restoration, strengthen accountability, and reduce repeat issues across the global support organization.

The Regional Escalation Manager owns regional execution of this operating model. This role owns the regional escalation queue, drives high-severity and client-sensitive situations to resolution, leads escalation and problem coordination resources, and ensures consistent follow-through across Support, Product, Cloud Operations, Services, Managed Services, Client Success, and other cross-functional partners.

This role combines live escalation leadership with prevention-oriented operational management. The Regional Escalation Manager restores control during active client-impacting situations while identifying recurring patterns, improving handoffs, strengthening communication discipline, and reducing avoidable escalations over time.

Essential Duties and Responsibilities

Regional Escalation Ownership

Own the regional escalation queue, including prioritization, ownership clarity, severity alignment, and timely follow-through.

Serve as the regional escalation authority for high-severity, client-sensitive, aging, stalled, or strategically important cases.

Ensure escalations are managed consistently against global standards, playbooks, escalation criteria, and executive visibility triggers.

Partner with regional Support leadership to identify operational risk, client impact, capacity pressure, and recurring product or service pain points.

Maintain and own proactive communication cadence and ensure internal teams meet required commitments during escalated situations.

Major Incident and Critical Situation Management

Lead regional coordination during major client-impacting incidents and critical escalations.

Apply a restore first, investigate second approach by supporting rapid service restoration while ensuring root-cause follow-through remains disciplined.

Clarify technical ownership, communication ownership, and operational coordination responsibilities during active incidents.

Ensure incident timelines, action owners, communication milestones, and post-incident review outputs are complete, accurate, and actionable.

Escalate risks, blockers, and decision points to senior leadership with enough context and timing to support effective action.

Queue Health, Risk Detection, and Prevention

Monitor aging escalations, SLA risk, stalled strategic client cases, backlog trends, repeat issue patterns, and regional queue health.

Use dashboards, case signals, backlog trends, and recurring issue patterns to identify risk before it becomes more severe or client-visible.

Reinforce severity usage, ownership discipline, ticket quality, and data hygiene so reporting is reliable and actionable.

Feed recurring themes, product pain points, and root-cause trends into the global problem management motion and Product Development follow-through.

Support the transition from reactive escalation handling toward proactive risk detection, prevention, and operational intelligence.

Team Leadership

Lead, coach, and develop Escalation and Problem Incident Coordinators and Escalation Specialists aligned to the regional operating model.

Set standards for queue ownership, follow-up discipline, handoff quality, documentation, and communication cadence.

Build team capability in structured problem solving, operational judgment, stakeholder communication, and accountability management.

Support workload planning, shift coverage, and routines needed to maintain global and regional continuity.

Help identify opportunities for automation, AI-assisted workflows, reporting improvements, and process maturity.

Reporting and Continuous Improvement

Lead regional operational reviews, escalation reviews, post-incident reviews, and risk discussions on a defined cadence.

Contribute regional inputs to executive reporting focused on client impact, backlog risk, repeat failure themes, restoration performance, and recovery confidence.

Improve playbooks, communication templates, severity practices, handoff routines, and escalation processes based on operating experience.

Partner with global leadership to mature KPIs, dashboards, operating standards, and preventive support practices.

Qualifications

Required

5 to 8 years of experience in software support, service management, technical operations, incident management, escalation management, or comparable operational leadership.

At least 2 years of experience leading a team or directing operational work through others.

Experience managing high-severity client escalations, major incidents, or critical operational events from engagement through closure.

Strong written and verbal communication skills, including communication with senior client and internal stakeholders during high-pressure situations.

Ability to coordinate cross-functional teams without direct authority and hold stakeholders