Incident Manager at Orro

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Customer Experience, Communication, Stakeholder Management, Service Delivery, ITIL Methodology, SLA Management, Root Cause Analysis, Process Improvement, Mentorship, Data Environments, Voice Environments, Video Environments, Vendor Management, Carrier Management

Industry

IT Services and IT Consulting

Description

Hybrid Competitive base + benefits We are not your typical service management team. We are delivery focused, customer obsessed and outcome driven, and we are looking for an Incident Manager to protect and champion the customer experience when it counts most. In this role, your ability to take control, communicate with clarity and drive teams toward resolution will directly shape how our customers experience Orro at its most critical moments. About Orro We’re an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia’s biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day. Our mission? To create “future now” solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they’re with. But more than that, we know that real impact comes from connecting people, not just machines. That’s why we take the time to understand our clients; how they work, what matters to them, and where they’re headed so we can deliver not just what they need today, but what they’ll need next. With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships. What You’ll Be Doing As our Incident Manager, you are the customer advocate when it matters most. You own critical service events from the moment they are raised through to resolution, keeping technical teams aligned, stakeholders informed and customers confident that Orro is on top of it. You will work closely with service delivery and technical teams, and your ability to stay calm, communicate clearly and drive action under pressure will directly shape the customer experience. Take command of escalated service incidents, coordinating the right teams and driving resolution with urgency and clear ownership Monitor incident queues proactively, prioritise incoming incidents based on customer impact, and ensure SLA commitments are met Serve as the primary communication bridge between technical teams, internal stakeholders and customers during active incidents Identify patterns and recurring issues, contributing to root cause analysis and recommending permanent fixes to reduce repeat incidents Review and improve incident management processes, escalation paths and tooling to keep the function sharp and effective Report on incident performance against agreed SLAs and KPIs, providing clear and actionable insights to the team and leadership Provide guidance and mentorship to support team members on effective incident management practices What You'll Bring The Essentials Proven track record managing incident resolution across data, voice and video environments, consistently meeting SLA and customer satisfaction targets Experience leading customer meetings and working collaboratively across internal teams, vendors and carriers in complex multivendor environments Solid grounding in ITIL methodology, with the ability to apply it practically in a fast moving service environment Strong communication skills, with the ability to manage stakeholder expectations clearly and confidently under pressure An Associate Degree in Information Technology, Business or a related field, or equivalent combination of relevant experience and education Bonus Points Four or more years in an incident management role supporting customer data network and voice systems ITIL 3 or ITIL 4 Foundation certification, or a relevant technical certification Even if you don’t tick every box, don’t let that hold you back. If this sounds like your kind of challenge, we’d genuinely love to hear from you. Why Orro Philippines? We’re proud of our growing presence in the Philippines, with over 150 team members and a central office in Makati, right in the heart of the business district. At Orro, we support our people and those who matter most to them through meaningful, inclusive benefits designed to help you thrive. From HMO with dependent cover, extra vacation leave, and public holiday swaps that reflect cultural and family diversity, to extended maternity leave and flexible work options, we’ve built a workplace that supports every stage of life. *Note: The role is subject to state and federal police background checks.

Responsibilities

The Incident Manager will own critical service events from initiation to resolution, ensuring technical teams are aligned, stakeholders are informed, and the customer experience remains positive during critical moments. Key duties include taking command of escalated incidents, proactively monitoring queues, driving resolution urgency, and serving as the primary communication bridge.