Senior Incident Manager - Hybrid Network Support

Orro Group; Makati; Hybrid; PHP 1,000,000 - 1,500,000; Full time

Benefits offered by this job

HMO with dependent cover

Extra vacation leave

Inclusive public holiday swaps

Extended maternity leave

Flexible work options

Growth and development programs

Job summary

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents within our Manila network support team. You will act as the customer advocate, coordinating between technical teams, carriers, vendors and customers to ensure rapid restoration and permanent fixes.

You will drive root cause analysis, monitor SLA adherence, and contribute to process improvements in ITIL-aligned incident management.

Qualifications

• 4+ years managing severity 1 and 2 incidents for multiple external client organisations under SLA, within an MSP environment.
• ITIL 3 or 4 Foundation certification, or a relevant technical certification.
• A working understanding of core networking concepts including TCP/IP, routing and switching, with exposure to at least one of BGP, EIGRP, MPLS or RADIUS.
• Familiarity with enterprise network platforms such as Cisco, Fortinet or Meraki, plus voice and carrier services, in production environments.
• Strong written and verbal English, able to lead incident communication with technical and non technical stakeholders.

Responsibilities

• Own the incident management process from escalation to closure, prioritising incidents by urgency and customer impact.
• Lead communication with customers, carriers, vendors and internal teams throughout the life of an incident.
• Monitor ticket queues proactively so support teams meet customer SLAs, metrics and KPIs.
• Drive root cause analysis and work with technical teams to remove repeat issues at the source.
• Review and improve incident and escalation processes, tools and procedures in line with ITIL.
• Report on incident management performance against SLAs and coach peers and support teams on good practice.

Skills

Incident management

ITIL v3/v4

TCP/IP basics

Routing & Switching

Cisco/Fortinet/Meraki

English fluency

Education

Bachelor's degree in IT/Business or related

Tools

MSP tooling

Job description

Orro Philippines is seeking an Incident Manager to own end-to-end management of severity 1 and 2 incidents within our Manila network support team. You will act as the customer advocate, coordinating between technical teams, carriers, vendors and customers to ensure rapid restoration and permanent fixes.

You will drive root cause analysis, monitor SLA adherence, and contribute to process improvements in ITIL-aligned incident management.