[Hiring] Senior Incident Problem Manager @Quantrics Enterprises Inc.

Role 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 to maintain alignment on priorities, actions, and resolution requirements.
• 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.
• 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.

Qualifications

• Bachelor’s degree; no preferred degree or certification was specified.
• 5+ years of experience in Major Incident Management.
• 5+ years of experience in Problem Management.
• 5+ years of experience working with or supporting SD-WAN environments.
• 2+ years of experience with Juniper SD-WAN.
• 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.

Requirements

• Ability to manage major incidents, coordinate technical resources and stakeholders, facilitate communications, and support timely restoration of impacted services.
• Ability to investigate recurring and chronic service issues, coordinate problem investigations, and support sustainable corrective actions.
• Strong understanding of SD-WAN environments and the ability to support incident and problem management activities involving SD-WAN services.
• Strong understanding of telecommunications environments and operational processes required to support network-related incidents and problem management.
• Ability to understand and support technical investigations involving LAN and WAN environments.
• Ability to communicate effectively with customers, technical teams, and internal stakeholders through phone calls, email, and meetings.

Benefits

• 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.