Senior Incident Problem Manager

Job not on LinkedIn

🔥 11 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Quantrics Enterprises Inc.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2016

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Quantrics Enterprises Inc. is a provider of world-class customer solutions, combining exceptional customer care and IT services to help businesses grow at scale. The company emphasizes a people-first culture, community engagement, and career development, with multiple offices across the Greater Manila Area. Quantrics positions itself as a partner to businesses seeking outsourced customer support and technology-enabled service solutions.

📋 Description

• 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 • Communicate with customers by phone, email, and meetings throughout the incident and problem management lifecycle • Facilitate customer-facing and internal stakeholder meetings • Collaborate with internal stakeholders, technical teams, and colleagues on incident investigation and problem resolution • Generate incident, problem, and operational reports • Support investigations involving SD-WAN, Juniper SD-WAN, and LAN/WAN environments • Identify and support process improvement opportunities • Participate in rotational on-call coverage

🎯 Requirements

• Bachelor’s degree • 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 • Strong understanding of SD-WAN environments • Strong understanding of telecommunications environments and operational processes • Ability to support technical investigations involving LAN and WAN environments • Root Cause Analysis • Advanced Program Management • Must work Philippine-time overnight shifts: 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 required on a rotational basis from Sunday to Sunday

🏖️ Benefits

• Full-time employment • Work-from-home/remote position • Rotational on-call coverage with 24-hour coverage requirements