Telecom Incident Response Lead — 24/7

TKHS; Parañaque; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TKHS is seeking a Telecommunication Incident Management Specialist to oversee end-to-end incident handling, ensuring rapid identification, assessment, escalation, resolution, and closure of issues. The role collaborates with internal teams, vendors, and stakeholders to minimize disruptions and sustain high customer satisfaction.

You will lead cross-functional response activities, coordinate with NOC/SOC, and develop escalation protocols while maintaining documentation and knowledge bases for

Qualifications

• Bachelor's degree in IT, ECE, or related field.
• Minimum 3 years of incident management experience in telecom.
• Strong telecom networks knowledge across transmission, transport, wireless and IP.
• Experience with monitoring tools and ticketing systems.
• Excellent communication and analytical skills.

Responsibilities

• Lead and manage incident response from detection through resolution and closure.
• Coordinate incident resolution across NOC, SOC, Field Ops and support teams.
• Serve as primary contact for incident communications and stakeholder updates.
• Ensure timely escalation of critical incidents per procedures.
• Develop and update incident management and escalation protocols.
• Coordinate with third-party vendors to expedite resolution.
• Prepare incident reports, root cause analyses and post-incident reviews.
• Monitor trends and metrics to identify process improvements.
• Maintain knowledge bases and operational docs.
• Provide 24/7 operational support including night shifts.

Skills

Incident management

Telecom networks

Network monitoring

Ticketing systems

Microsoft Office/Teams

Communication skills

Analytical thinking

Education

Bachelor's degree in IT/ECE/Computer Engineering

Tools

SolarWinds

Nagios

Zabbix

Netcool

PRTG

Ticketing system

Job description

TKHS is seeking a Telecommunication Incident Management Specialist to oversee end-to-end incident handling, ensuring rapid identification, assessment, escalation, resolution, and closure of issues. The role collaborates with internal teams, vendors, and stakeholders to minimize disruptions and sustain high customer satisfaction.

You will lead cross-functional response activities, coordinate with NOC/SOC, and develop escalation protocols while maintaining documentation and knowledge bases for