We are seeking a motivated and detail-oriented Consultant to join our Client Services Incident Response team in Pasay. As part of a 24x7 global support model, you will work closely with a Senior Consultant and report into the Director of Incident Response. This role is ideal for someone looking to grow their career in incident management, with opportunities for coaching, development, and exposure to global operations. You will play a key role in supporting incident response activities, client communications, and continuous improvement initiatives.
Job Scope:
- Provide business incident response support as part of a 24x7 shift team, ensuring timely and accurate communications to internal stakeholders and clients.
- Team members will be assigned to one of three rotating shifts – Early: 07:30-16:30, Mid: 15:30-00:30 or Late: 23:30-08:30.
- The standard on‑call rotation requires each team member to be on‑call every third weekend. From time to time, operational needs such as unplanned absences or emergencies may require team members to cover additional weekends. These situations will be managed equitably and with appropriate advance notice when feasible. On-call duty requires prompt response to incidents if contacted, but does not require active work unless called upon.
- Assist in communicating technical issues in a clear, client-friendly manner.
- Support the Senior Consultant in representing the client’s perspective during service disruptions.
- Contribute to post-incident reviews and client remediation efforts, helping to identify improvement opportunities.
- Assist in drafting client-facing incident reports, including root cause summaries and preventative actions.
- Collaborate with cross-functional teams to ensure services have effective business response plans.
- Support the evolution of incident response processes, playbooks, and tools through feedback and participation in improvement initiatives.
- Engage in training and development activities to build expertise in incident management and client services.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.