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Trtglobalsolutions

Incident Lead

Clark Freeport Zone, Pampanga, Philippines

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hirly's read of this role

Seniority
Lead / management
Country
PH
Work mode
On-site / unstated
First seen by hirly
1 Sept 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

Required Deliverables:

Ensure all logged incidents are resolved within SLAs.

Ensure all internal personnel involved in a service call work efficiently to meet SLAs.

Ensure all customer communication within a service call is prompt, professional, and reliable.

Ensure all commitments made to customers are met or rescheduled with their knowledge and approval.

Send executive updates in a timely and accurate manner.

Escalate issues to the correct channels promptly.

Manage initial client escalations for service calls.

Ensure all requirements are completed before closing service calls.

Update all service calls with accurate information promptly.

Ensure proper handover of service call tasks at the start and end of each VCA/GSD shift rotation.

Requirements

Must have 3 years up of experience in supervising personnel in IT maintenance service provider industry

Must have basic knowledge in IT hardware & software maintenance services

Willing to be assigned in Clark Global City Office & work in shifting schedule

Job Type: Full-time

Pay: Php100,000.00 - Php150,000.00 per month

Benefits:

Health insurance

Pay raise

Schedule:

12 hour shift

Rotational shift

Supplemental Pay:

13th month salary

Bonus pay

Performance bonus

Original posting on Trtglobalsolutions's site ↗

Listed on hirly, a job board. hirly is not the employer: Trtglobalsolutions is hiring for this role.

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