概要

• 給与

  55,000 PHP ~ 55,000 PHP

• 業界

  Telecommunication

• 仕事内容

  The Incident Manager will oversee and coordinate with various support teams to address internal and customer escalations. This role operates independently within the Service Management framework.
  
  Responsibilities
  
  Incident Escalations
  • Acknowledge and manage escalated tickets, applying critical thinking to resolve customer issues handled by support
  • Identify chronic cases for all services and escalate to the relevant Engineering team.
  
  P1 Incident Coordination
  • Acknowledge P1 incidents and participate in bridge calls with customers.
  • Ensure the appropriate support team joins the bridge call and resolves the issue promptly.
  • Regularly update customers on findings, troubleshooting performed, and next steps.
  
  Incident Reporting
  • Create and distribute incident reports to stakeholders.