Senior Incident Problem Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee major incidents by coordinating technical resources and stakeholders to ensure prompt service restoration and reduce business impact.

• Lead problem management initiatives to identify recurring service challenges and facilitate sustainable corrective measures.

• Conduct thorough investigations into chronic site issues to pinpoint recurring operational problems and enhance service reliability.

• Coordinate incident and problem management efforts across technical teams.

• Communicate with clients through phone, email, and meetings throughout the lifecycle of incident and problem management.

• Organize meetings for both customers and internal stakeholders.

• Collaborate with internal stakeholders, technical teams, and colleagues on incident investigations and problem resolution.

• Produce reports on incidents, problems, and operational performance.

• Assist in investigations related to SD-WAN, Juniper SD-WAN, and LAN/WAN environments.

• Identify and promote opportunities for process improvement.

• Participate in a rotational on-call schedule.

⛳️ Requirements

• Bachelor’s degree.

• At least 5+ years of experience in Major Incident Management.

• A minimum of 5+ years of experience in Problem Management.

• At least 5+ years of experience in supporting or working with SD-WAN environments.

• A minimum of 2+ years of experience with Juniper SD-WAN.

• At least 5+ years of experience in the telecommunications sector.

• Familiarity with LAN/WAN environments.

• Proven experience coordinating and communicating with internal technical stakeholders and clients.

• Experience in communication via phone, email, and stakeholder meetings.

• Ability to effectively engage in customer-facing scenarios.

• Capability to work collaboratively with technical and operational teams.

• Willingness to participate in a rotational on-call schedule.

• Relevant experience with Cisco Contact Centre is a plus.

• Strong understanding of SD-WAN environments.

• In-depth knowledge of telecommunications environments and operational processes.

• Ability to assist in technical investigations concerning LAN and WAN environments.

• Proficient in Root Cause Analysis.

• Skilled in Advanced Program Management.

• Must be available for overnight shifts in Philippine time: 09:00 PM–06:00 AM, 10:00 PM–07:00 AM, or 11:00 PM–08:00 AM.

• Overtime/on-call availability may be necessary on a rotational basis from Sunday through Sunday.

🏝️ Benefits

• Full-time employment.

• Remote work opportunity.

• Rotational on-call coverage with a requirement for 24-hour availability.