Senior Incident & Problem Lead – SD-WAN & Telecom

Quantrics Enterprises Inc.; Manila; Remote; PHP 900,000 - 1,300,000; Full time

Job summary

Quantrics Enterprises Inc. in the Philippines seeks an experienced Incident & Problem Manager to coordinate major incidents and lead problem management across SD-WAN and telecom environments. You will interact with customers and internal teams to provide timely updates and drive issue resolution.

The role emphasizes operational reporting, continuous improvement, and rotation-based on-call coverage, with a standard Monday–Friday schedule in a telecommunications context.

Qualifications

• Bachelor’s degree required; no preferred field specified.
• 5+ years in Major Incident Management.
• 5+ years in Problem Management.
• 5+ years supporting SD-WAN environments.
• 2+ years with Juniper SD-WAN.
• 5+ years of telecommunications experience.
• Experience coordinating with internal stakeholders and customers.
• Ability to communicate via phone, email, and meetings.
• Willingness to participate in rotational on-call coverage.
• Experience with Cisco Contact Centre is an asset.

Responsibilities

• Manage major incidents by coordinating resources and stakeholders to restore services.
• Lead problem management to identify recurring issues and corrective actions.
• Conduct chronic site investigations to improve reliability.
• Coordinate activities across technical teams to align priorities and resolutions.
• Communicate updates to customers and stakeholders throughout lifecycle.
• Facilitate meetings with customers and internal teams to maintain alignment.
• Generate incident, problem, and operations reports for visibility.
• Support investigations involving SD-WAN, Juniper SD-WAN, and LAN/WAN.
• Identify opportunities to improve incident and problem management processes.
• Participate in rotational on-call coverage.

Skills

Major Incident Management

Problem Management

SD-WAN Knowledge

Telecommunications

LAN/WAN Knowledge

Customer & Stakeholder Communication

Juniper SD-WAN

Cisco Contact Centre

Process Improvement

Learning Agility

Collaboration & Meeting Facilitation

Education

Bachelor’s degree

Job description

Quantrics Enterprises Inc. in the Philippines seeks an experienced Incident & Problem Manager to coordinate major incidents and lead problem management across SD-WAN and telecom environments. You will interact with customers and internal teams to provide timely updates and drive issue resolution.

The role emphasizes operational reporting, continuous improvement, and rotation-based on-call coverage, with a standard Monday–Friday schedule in a telecommunications context.