Senior Incident & Problem Manager – Remote

NQX Philippines; United States; Remote; USD 14,000 - 22,000; Full time

Job summary

Quantrics is seeking a Senior Incident Problem Manager to oversee major incidents and drive problem management while working in a remote capacity. The role emphasizes coordinating across technical teams, communicating with customers, and supporting SD-WAN environments to ensure service reliability.

Qualified candidates have extensive experience in incident and problem management, telecommunications, and LAN/WAN environments, with strong stakeholder communication skills and a willingness to

Qualifications

• Bachelor's degree required
• 5+ years in Major Incident Management
• 5+ years in Problem Management
• 5+ years in SD-WAN environments
• 2+ years with Juniper SD-WAN
• 5+ years of telecommunications experience
• Experience coordinating with internal stakeholders and customers
• Experience communicating via phone, email, and meetings
• Ability to operate in customer-facing situations
• Ability to work with technical teams
• Ability to participate in on-call rotations
• Experience with Cisco Contact Centre is a plus

Responsibilities

• Manage major incidents coordinating resources and stakeholders to restore services
• Lead problem management to identify recurring issues and actions
• Investigate chronic issues and improve reliability
• Coordinate activities across technical teams and communicate status
• Provide clear updates to customers via phone, email, and meetings
• Facilitate customer-facing and internal stakeholder meetings
• Collaborate with teams to support incident investigation and resolution
• Generate incident, problem, and operational reports
• Support SD-WAN environments in investigations
• 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

Education

Bachelors degree

Tools

Juniper SD-WAN

Cisco Contact Centre

Job description

Quantrics is seeking a Senior Incident Problem Manager to oversee major incidents and drive problem management while working in a remote capacity. The role emphasizes coordinating across technical teams, communicating with customers, and supporting SD-WAN environments to ensure service reliability.

Qualified candidates have extensive experience in incident and problem management, telecommunications, and LAN/WAN environments, with strong stakeholder communication skills and a willingness to