Senior Incident & Problem Manager (Major Incidents)

NQX Philippines; Manila; Remote; PHP 600,000 - 1,000,000; Full time

Job summary

NQX Philippines is seeking an experienced incident and problem management professional to coordinate major outages and lead remediation efforts. The role involves managing SD-WAN and telecom environments, coordinating cross-functional teams, and communicating with customers throughout the lifecycle.

The ideal candidate will have extensive experience in incident response, problem investigations, and operational improvements, with a focus on reliability and customer satisfaction.

Qualifications

• Bachelor’s degree required; no preferred degree or certification specified.
• 5+ years of Major Incident Management experience.
• 5+ years of Problem Management experience.
• 5+ years of telecommunications experience.
• 2+ years of experience with Juniper SD-WAN or similar.

Responsibilities

• Manage major incidents by coordinating technical resources and stakeholders to support timely service restoration and minimize business impact.
• Lead problem management activities to identify recurring service issues and support sustainable corrective actions.
• Conduct chronic site investigations to identify recurring issues and improve service reliability.
• Coordinate incident and problem activities across technical teams to align priorities and resolutions.
• Communicate with customers through calls, email, and meetings to provide updates.
• Facilitate customer-facing and internal stakeholder meetings to coordinate next steps.

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

NQX Philippines is seeking an experienced incident and problem management professional to coordinate major outages and lead remediation efforts. The role involves managing SD-WAN and telecom environments, coordinating cross-functional teams, and communicating with customers throughout the lifecycle.

The ideal candidate will have extensive experience in incident response, problem investigations, and operational improvements, with a focus on reliability and customer satisfaction.