Escalation and Problem Incident Coordinator, Americas

Job description

MRI Software is establishing a global Incident, Problem, Escalation, and Critical Care Management capability to improve client impact visibility, accelerate restoration, strengthen accountability, and reduce repeat issues across the global support organization. The Escalation and Problem Incident Coordinator provides hands-on operational coordination for active escalations, incidents, follow-ups, queue risks, handoffs, and documentation. This role helps ensure issues do not stall, ownership is clear, communication commitments are met, and risks are surfaced before client situations worsen. This is not an administrative ticket-chasing role. The coordinator must be a strong communicator, problem solver, organizer, and operational project manager who can manage moving parts across teams, identify patterns, drive accountability, and keep work progressing during high-pressure client-impacting situations. Essential Duties and Responsibilities Queue Surveillance and Risk Identification Monitor escalation, incident, problem, and critical case queues during assigned coverage periods. Identify stalled, aging, high-risk, or unclear-ownership cases before they become more severe or client-visible. Track SLA risk, follow-up gaps, communication cadence gaps, unresolved action items, and handoff concerns. Surface recurring issue patterns, repeat escalation indicators, backlog concerns, and product or client trends to the Regional Escalation Manager. Use dashboards, queue signals, case metadata, backlog trends, and repeat issue indicators to support proactive risk detection. Incident and Escalation Coordination Support active major incidents and escalations by maintaining timelines, tracking owners, documenting action items, and keeping status information current. Coordinate follow-up across Support, specialists, Product, Cloud Operations, Services, Managed Services, Client Success, and other involved teams. Ensure client and internal communication cadence commitments are tracked and met on time. Support clear shift handoffs by documenting current status, open actions, owners, blockers, timing commitments, and next required steps. Help separate restoration activities from root-cause follow-up so active situations continue moving while problem management remains disciplined. Follow-Up and Accountability Management Drive follow-up discipline across teams by confirming status, tracking commitments, and escalating blockers when progress is at risk. Ensure action items from escalations, incidents, and post-incident reviews are completed, not only assigned. Maintain visibility into who owns what, what is due next, and where additional escalation or decision-making is needed. Support structured handoffs between incident response, escalation ownership, and problem management follow-through. Communicate clearly and professionally with stakeholders at multiple levels, including more senior stakeholders when needed. Documentation, Data Quality, and Reporting Support Document escalation histories, incident timelines, ownership changes, action items, communication milestones, and resolution progress to a consistent standard. Maintain data hygiene across assigned queues, including severity usage, ownership assignment, required fields, closure accuracy, and timeline completeness. Validate reporting inputs and identify data quality gaps that could make operational or executive reporting unreliable. Support preparation for post-incident reviews and analysis, operational reviews, and leadership reporting by organizing accurate case and incident information. Reinforce the ticket quality, severity discipline, ownership discipline, and documentation standards required for reliable dashboards and KPIs. Problem Management and Continuous Improvement Support Monitor repeat issue patterns, recurring escalation reasons, product or team trends, and backlog indicators that may require problem management attention. Help identify where playbooks, communication templates, knowledge articles, dashboards, or process changes could reduce repeat escalations. Contribute practical feedback to improve escalation workflows, queue surveillance, handoff routines, and proactive support signals. Support use of AI-assisted tooling, alerts, workflow automation, and knowledge surfacing where these capabilities improve coordination and risk identification. Help move the function from manual follow-up and reactive escalation handling toward operational intelligence and prevention. Qualifications Required 3 to 5 years of experience in enterprise support operations, service desk operations, incident coordination, escalation coordination, project coordination, problem management support, or comparable operational role. Strong organizational and project coordination skills, including ability to manage multiple priorities, owners, deadlines, and follow-ups at the same time. Strong written communication skills, especially for documenting status, timelines, ownership, blockers, risks, and next steps during active issues. Demonstrated ability to drive accountability and follow-up across teams without direct authority. Experience using ticketing systems, case management platforms, operational dashboards, queue monitoring tools, or CRM systems. Ability to work rotating shifts, nights, weekends, or distributed coverage patterns as part of a follow-the-sun operating model. Strong judgment, persistence, and comfort escalating blockers when progress is at risk. Preferred Experience supporting major incident response, critical incident coordination, client escalations, or cross-functional operational projects. Familiarity with ITIL concepts, especially incident management and problem management. Familiarity with Salesforce Service Cloud, Zendesk, Freshdesk, Amazon Connect, or similar support platforms. Experience using dashboards, reporting exports, workflow automation, AI-assisted support tooling, operational analytics, or B2B software support operations. Competencies Strong communication and coordination skills; project management mindset; disciplined follow-through; problem solving and pattern recognition; ownership tracking; detail orientation; calm execution under pressure; influence without direct authority; curiosity about recurring issues and prevention opportunities. Success Measures Early identification of aging, stalled, at-risk, or unclear-ownership cases; follow-up and communication cadence compliance; documentation completeness and handoff quality; action item closure; data quality and ownership accuracy; contribution to reduced repeat issues and stronger reporting inputs. Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!