L3 Support And Incident Lead Manila

L3 Support & Incident LeadNight shift · On-site, BGC Taguig · 

About the job

We need someone who can run an incident alone at 2am. You'll own the overnight shift for the platform 2,000 dental labs run their case intake on. Cases have to book correctly within 15 minutes or a lab's whole production day slips. Our engineers and dev team are day shift. When something breaks, there is nobody to escalate to.

So you look at what's actually happening, work out what's wrong yourself, and then tell the relevant teams what to do. You put a workaround in place so the customer keeps working until the devs pick up the permanent fix in the morning.

Real diagnostic experience is required. Not "I ran the bridge call" — actual investigation. You've looked at the evidence yourself and worked out what was wrong, rather than gathering details and passing them on. If your answer to "what did you check" is "I engaged the relevant teams," this isn't the role.

Night shift and 100% on-site in BGC are non-negotiable, not preferences. This is an individual contributor role — no direct reports. Our documentation is thin, so you'll be writing the runbook, not following one. Don't apply expecting a playbook to be waiting for you.

We're not a chaotic place to work, but we are serious. We need someone who takes the call, makes the decision, and follows it through until it stops happening. Do that and you'll have real authority here — the teams you direct sit around you.