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Customer Experience Management

Sr. Incident Management Specialist

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Hybrid

Full-time

Job Overview

The Incident Specialist is responsible for the end-to-end management of IT incidents within their assigned support groups, ensuring timely resolution and minimal disruption to business operations. This role serves as a key point of coordination between Level 1 Support, internal leadership, and external partners, and is accountable for upholding service quality standards in alignment with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Responsibilities

Monitor assigned Assignment Group queues and promptly acknowledge Incidents received via email, chat, or phone
Work closely with Level 1 Support to ensure accurate and complete incident recording
Determine incident priority and severity, and initiate appropriate escalation paths as needed
Investigate, diagnose, and resolve Incidents with the goal of restoring IT services as quickly as possible
Provide specialized investigation and diagnosis across all Incidents and Service Requests
Document all troubleshooting steps and service restoration details thoroughly
Verify resolution with end-users prior to closing assigned Incidents
Lead or participate in Major Incident response, including initiating and managing Bridge Calls
Join Partner or Client internal Bridge Calls on a best-effort basis
Provide timely and regular Incident updates to internal m360 Leadership and Partners (Globe, Yondu, Brave)
Resolve Incidents within established SLA and OLA timeframes
Monitor and manage workload across assigned queues to prevent SLA/OLA breaches
Proactively escalate at-risk Incidents to the Incident Process Coordinator before breach occurs
Identify potential Problems and recurring trends arising from repetitive Incidents
Flag Incidents for Ticket Quality Audit review to support ongoing quality improvement
Participate in post-incident reviews following Major Incidents
Escalate unresolved challenges and process gaps to the Incident Manager
Prepare and submit RCA reports to Incident Manager for final review and approval in accordance with the m360 standard within the 48-business-hour SLA
Escalation Contact / POC for VVIP via Chat, Email or Phone

Qualifications

Education:

Graduate of any relevant course

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Experience:

2-4 years of related incident management role

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Skills & Competencies:

Incident Management and Coordination
Root Cause Analysis
System and Application Monitoring
Troubleshooting and Problem Solving
Ticketing and Escalation Management
Knowledge of ITIL Processes
Basic Network, Server, and Application Understanding
Log Analysis and Incident Documentation
Service Level Agreement (SLA) Management
Risk Assessment and Impact Analysis
Basic Bridge Call Management

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Other Requirements:

ITIL4,ITIL 5 (Optional), Lean Six Sigma (Optional) Problem Management

Our Culture and Values

At m360, we believe that how we work is just as important as what we achieve. Joining us means becoming part of a culture where accountability is celebrated, everyone takes ownership of their contributions and outcomes. You’ll thrive in an environment built on collaboration, where cross-functional teamwork and mutual support fuel our success. We encourage you to innovate courageously, bringing bold ideas to the table and challenging the status quo to help shape the future of our business. Our decisions and actions are anchored in integrity, ensuring transparency, honesty, and trust at every level. And above all, we put people at the heart of everything we do - leading with care, practicing empathy, and fostering a workplace grounded in respect and support.