Regional Incident & Escalation Leader

MRI Software; Manila; Hybrid; PHP 1,800,000 - 2,700,000; Full time

Benefits offered by this job

Hybrid working arrangement (2 days WFH

HMO coverage with dependent option

Office in Ortigas with easy access to–

Job summary

MRI Software is expanding a global Incident, Problem, & Escalation Management team. The Regional Escalation Manager drives high-severity client situations, coordinates cross-functional partners, and leads regional escalation and prevention efforts to reduce repeat issues.

It combines live escalation leadership with proactive operational management. The role emphasizes ownership of regional escalation queues, proactive communication, and continuous improvement across Support, Product, Cloud

Qualifications

• 5 to 8 years of experience in software support, service management, or incident management.
• Experience leading a team or coordinating work without direct authority.
• Proven ability to drive high-severity client escalations to resolution.

Responsibilities

• Own regional escalation queue, prioritize and follow through per standards.
• Lead regional coordination during major incidents and critical escalations.
• Drive proactive risk detection, prevention, and operational intelligence.
• Mentor Escalation and Problem Incident Coordinators and develop team capabilities.
• Report on regional performance, backlog, and customer impact with senior leadership.

Skills

Escalation management

Stakeholder communication

Leadership

Cross-functional collaboration

Incident management

Education

Bachelor's degree in a relevant field

Tools

CRM systems

Case management platforms

Operational dashboards

Job description

MRI Software is expanding a global Incident, Problem, & Escalation Management team. The Regional Escalation Manager drives high-severity client situations, coordinates cross-functional partners, and leads regional escalation and prevention efforts to reduce repeat issues.

It combines live escalation leadership with proactive operational management. The role emphasizes ownership of regional escalation queues, proactive communication, and continuous improvement across Support, Product, Cloud