Senior Major Incident Responder
2 days ago
Senior Major Incident Responder at TTEC Digital —apply today. At TTEC Digital, we coach clients to ensure their employees feel valued and fully supported, because an amazing customer experience is an employee‑first process. Our vision is to create a place where employees know they can thrive. Our major incident response team is driven by an unwavering commitment to delivering exceptional customer experiences. We go beyond rapid resolution—we prioritize proactive communication, empathy, and accountability to ensure clients feel supported and informed at every stage. What You’ll Be Doing Lead mission‑critical service restoration efforts during major incident bridges. Drive post‑mortem reviews and root cause analysis for major incidents. Manage post‑onboarding engagements to transition client projects into Day 2 support. Craft and deliver formal incident communications and RCA reports. Review and approve changes in Change Advisory Board meetings. Assess and authorize urgent/emergent changes, provide escalation support, and act as Manager On‑Duty (MOD). Participate in on‑call major incident response on a rotational basis. Support operational engagement for high‑touch clients. Mentor peers through guidance, knowledge sharing, and best practices. Required Skills and Experience Strong critical thinking and ability to make decisions under pressure. Expertise in explaining and presenting complex or abstract concepts clearly. Leadership qualities rooted in integrity, ownership, empathy, and accountability. Passion for incident resolution and problem remediation. Exceptional verbal and written communication skills. 4+ years of experience as an Incident and/or Problem Manager in technology or finance. 4+ years of technology support experience. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other, Information Technology, and Management Industry: IT Services and IT Consulting Location: Manila, National Capital Region, Philippines About Us TTEC Digital and our 1,800+ employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company. TTEC Holdings Inc. is the parent company for both Digital and Engage. TTEC is a proud equal‑opportunity employer accepting all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and more. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. We may use artificial intelligence (AI) tools in our hiring process, but final decisions are made by humans. If you are interested in protecting your data privacy, please contact us for more information. Equal Opportunity Employment TTEC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability. Artificial Intelligence Use in Hiring We may use AI tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team, but do not replace human judgment. Final hiring decisions are ultimately made by humans. #J-18808-Ljbffr
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Senior Major Incident Responder
6 days ago
Manila, National Capital Region, Philippines TTEC Digital Full time ₱60,000 - ₱120,000 per yearAt TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.At TTEC Digital, our major incident response team is driven by an unwavering commitment to delivering exceptional customer...
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