About this role
SPECIFIC DUTIES AND RESPONSIBILITIES
Incident & Problem Management
• 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 operational issues and improve service reliability
• Coordinate incident and problem activities across technical teams to maintain alignment on priorities, actions, and resolution requirements
Customer & Stakeholder Management
• Communicate with customers through phone calls, email, and meetings to provide clear and timely updates throughout the incident and problem management lifecycle.
• Facilitate customer-facing and internal stakeholder meetings to coordinate activities, communicate status, and maintain alignment on next steps
• Collaborate with internal stakeholders, technical teams, and colleagues to support effective incident investigation and problem resolution
Operational Support & Continuous Improvement
• Generate incident, problem, and operational reports to provide stakeholders with visibility into service issues, findings, and recurring operational concerns
• Support investigations involving SD-WAN, Juniper SD-WAN, and LAN/WAN environments to facilitate effective incident and problem resolution.
• Identify and support process improvement opportunities to enhance incident management, problem management, and overall operational effectiveness.
• Participate in rotational on-call coverage to provide incident and problem management support based on operational requirements
COMPETENCIES
Core Competencies (Must-have Competencies)
• Major Incident Management: Ability to manage major incidents, coordinate technical resources and stakeholders, facilitate communications, and support timely restoration of impacted services
• Problem Management: Ability to investigate recurring and chronic service issues, coordinate problem investigations, and support sustainable corrective actions
• SD-WAN Knowledge: Strong understanding of SD-WAN environments and the ability to support incident and problem management activities involving SD-WAN services
• Telecommunications: Strong understanding of telecommunications environments and operational processes required to support network-related incidents and problem management
• LAN/WAN Knowledge: Ability to understand and support technical investigations involving LAN and WAN environments
• Customer & Stakeholder Communication: Ability to communicate effectively with customers, technical teams, and internal stakeholders through phone calls, email, and meetings
Complementary Competencies (Good-to-have Competencies)
• Juniper SD-WAN: Ability to support incident investigation and problem management activities within Juniper SD-WAN environments
• Cisco Contact Centre: Relevant knowledge or experience with Cisco Contact Centre environments to support broader technical investigations.
• Process Improvement: Ability to identify opportunities for improving incident and problem management processes and operational effectiveness.
• Learning Agility: Ability to quickly understand new technologies, processes, tools, and operational environments.
• Collaboration & Meeting Facilitation: Ability to collaborate effectively with colleagues and facilitate customer-facing and internal stakeholder discussions.
QUALIFICATIONS
Educational Qualification/s
• Bachelor's degree; no preferred degree or certification was specified
Professional Qualification/s
• Minimum 5+ years of experience in Major Incident Management
• Minimum 5+ years of experience in Problem Management
• Minimum 5+ years of experience working with or supporting SD-WAN environments
• Minimum 2+ years of experience with Juniper SD-WAN
• Minimum 5+ years of telecommunications experience
• Experience or knowledge of LAN/WAN environments.
• Experience coordinating and communicating with internal technical stakeholders and customers
• Experience communicating through phone calls, email, and stakeholder meetings
• Ability to operate effectively in customer-facing situations
• Ability to work collaboratively with technical and operational teams
• Ability to participate in rotational on-call coverage
• Relevant experience with Cisco Contact Centre is considered an asset
Work Conditions
• Work Schedule: Monday to Friday
• Shift: Work involves a standard 9-hour shift structure
• 09:00 PM to 06:00 AM / 10:00 PM to 07:00 AM / 11:00 PM to 08:00 AM (Philippine time - subject to daylight-saving changes in Eastern Time)
• Overtime/On call: May be required on a rotational basis from Sunday to Sunday with 24-hour coverage requirements
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