Incident Management Associate

JOB ROLES AND RESPONSIBILITIES

• Monitor products in real time to detect issues and incidents.
• Trigger and release timely incident and customer journey updates through strategic channels, including:
• SMS Alerts
• IVR Notifications
• Help Center Banners
• Gigi
• Push Notifications / App Inbox
• Zendesk / Wiki
• Reassign customer concerns to appropriate channels to proactively manage and mitigate potential complaint surges during incidents.
• Record and classify incidents based on established guidelines.
• Conduct first-level investigation and diagnose issues.
• Escalate incidents to appropriate Engineering and Product Support teams.
• Monitor incidents and assist in categorizing and prioritizing them based on business impact.
• Coordinate with relevant teams to support timely incident resolution.
• Provide timely updates to customers, stakeholders, and internal frontliners throughout the incident lifecycle.
• Maintain clear communication channels during ongoing incidents.
• Document incident details, actions taken, escalations, and resolutions.
• Track incident records and relevant KPIs.
• Identify incident trends, recurring issues, and potential improvement opportunities.
• Perform other related tasks as assigned.

JOB QUALIFICATIONS

• 1–2 years of relevant work experience.
• Familiarity with GCash products and customer/user journeys is an advantage.
• Excellent verbal and written communication skills.
• Ability to communicate technical and business concepts to both technical and non-technical stakeholders.
• Strong attention to detail and accuracy in documentation, validation reports, and communications.
• Strong problem-solving and decision-making skills.
• Ability to analyze incidents, identify trends, and recognize improvement opportunities.
• Strong organizational and documentation skills.
• Ability to maintain accurate process records, incident reports, and KPI tracking.
• Strong interpersonal and coordination skills.
• Ability to work effectively with cross-functional teams, including IT, Business Units, and external vendors.
• Ability to work in a fast-paced environment and manage multiple incidents or priorities.