Escalation Specialist

2 days ago

Manila, National Capital Region, Philippines Morson Edge Full time ₱1,500,000 - ₱3,000,000 per year

The ideal candidate will provide expert level support for all Product & Technology products and services by managing and resolving escalated incidents, contributing to global 24/5 escalation coverage and collaborating across internal teams and partners. This role ensures timely resolution of issues, supports major incident processes and drives continuous service improvement in service delivery.

Location:
Manila

Length:
3 months

Hybrid working:
3 days per week in the office

Shift:
9am to 5pm

Responsibilities

  • Responsible for delivering expert level Product & Technology support by managing and escalating incidents in alignment with the 24/5 global IT Escalation Management process, ensuring timely resolution through coordination with the company and vendor support teams across EMEAA and AMER regions.
  • Responsible for Identifying and communicating process gaps and recurring issues to relevant teams and stakeholders to drive continuous improvement, with a focus on reducing repeat escalations and enhancing areas such as knowledge management and ServiceNow workflows.
  • Supporting the Major Incident Management process by ensuring major incident bridges are attended, relevant communications effectively shared, and proper teams engaged for resolution.
  • Fostering strong communication and alignment across Product Services, Early Life Support (ELS) and other internal and external stakeholders by promoting collaboration, supporting the regional Product Services Management team, and ensuring effective knowledge sharing and support processes to improve service delivery.

Qualifications

  • 3+ years in IT service management or escalation handling
  • Experience working in a 24/5 service environment with geographically distributed teams
  • Hands-on experience with ITSM platforms like ServiceNow, Jira Service Management, or BMC Remedy
  • Experience managing third-party service providers and technology vendors to ensure SLA compliance and timely issue resolution.

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