Senior Incident Manager (Contact Center Software)

TL;DR

Senior Incident Manager (Contact Center Software): Coordinating technical teams during critical production outages to ensure timely resolution with an accent on communication, organization, and stakeholder management. Focus on leading high-impact event resolution, developing incident management policies, and integrating ITIL methodologies.

Location: Must be based in Manila, Philippines (Hybrid: 2 days office / 3 days remote)

Company

hirify.global is a global market leader in AI, cloud, and digital software providing customer experience, financial crime prevention, and public safety solutions to over 25,000 businesses.

What you will do

• Lead technical teams during critical incidents in production environments to ensure timely resolution.
• Serve as the primary escalation point for support teams, customers, and external stakeholders to drive incident resolution.
• Coordinate with NOC, Engineering, Operations, and R&D to assess impact and progress during high-impact events.
• Develop and implement policies and procedures for effective incident reporting, management, and escalation.
• Contribute to the evolution of incident management processes, integrating with ITIL methodology.
• Manage staffing requirements during surges of critical events by engaging Tech Support Management.

Requirements

• Location: Must be based in Manila, Philippines
• Bachelor’s degree in business information systems or a related field.
• 5+ years of experience in technical support, preferably with ISPs, networks, or business software.
• 6+ years of experience with advanced knowledge in Contact Center Software, Telecommunications, Computer Networking, Programming, and Integrations.
• Excellent technical, analytical, and problem-solving skills in high-pressure, complex environments.
• Strong written and verbal communication skills for effective cross-functional collaboration.

hirify.global-to-have">hirify.global to have

• MCP or MCSA certifications.

Culture & Benefits

• hirify.global-FLEX hybrid model: 2 days of office work for collaboration and 3 days of remote work per week.
• Opportunity to work within a global team for a NASDAQ-listed innovation powerhouse.
• Vibrant, interactive atmosphere focused on face-to-face innovation and teamwork.
• Equal opportunity employer commitment ensuring a diverse and inclusive workplace.