Remote ITIL Incident & Problem Supervisor

Percepta; Pasay; Remote; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Paid time off (PTO)

Wellness benefits

Healthcare benefits

Performance bonus opportunities

Tuition reimbursement

Job summary

TTEC is seeking an experienced Incident and Problem Manager to drive change in our incident management processes from a remote-capable setup in the Philippines. You will ensure adherence to SOPs, analyze trends, and coordinate with vendors to minimize downtime.

The role requires ITIL knowledge, experience with CRM systems, strong client interfacing, and the ability to mentor technical teams. You will review calls, prioritize work, and generate reporting metrics to prevent recurrence of incidents.

Qualifications

• ITIL incident & problem management experience required.
• CRM systems experience required.
• Strong client interfacing skills required.
• Experience mentoring tactical/technical resources.
• Strong trend analysis and reporting skills.
• Experience generating SOPs and process flows.
• Call Center Operations Management experience preferred.

Responsibilities

• Provide incident and problem management solutions and drive changes to the incident management process.
• Ensure resources follow SOPs and process flows to create efficiencies and manage resources.
• Analyze trends and root causes using internal ticketing system and report findings.
• Review calls and develop plans for further development.
• Negotiate and prioritize work incidents (urgency vs. impact).
• Coordinate and manage interactions with primary vendors.

Skills

ITIL Incident & Problem management

CRM applications

Client interfacing

Mentoring resources

Trend analysis & reporting

SOPs & process flows

Call Center Ops management (preferred)

Tools

CRM applications

Job description

TTEC is seeking an experienced Incident and Problem Manager to drive change in our incident management processes from a remote-capable setup in the Philippines. You will ensure adherence to SOPs, analyze trends, and coordinate with vendors to minimize downtime.

The role requires ITIL knowledge, experience with CRM systems, strong client interfacing, and the ability to mentor technical teams. You will review calls, prioritize work, and generate reporting metrics to prevent recurrence of incidents.