Situations Manager (Incident Commander)

About the role

The Situations Manager acts as the Incident Commander for major service disruptions, leading rapid restoration across Managed Network Services and End‑User Services. Based in Pasay City with a hybrid schedule, the role requires decisive leadership, executive communication and deep technical expertise in a complex network environment.

Key responsibilities

• Lead high‑priority (P1/P2) incident bridges, coordinating 100+ participants and directing parallel troubleshooting workstreams.
• Serve as the primary voice to C‑level executives, translating technical issues into business impact and providing proactive updates.
• Break down silos between Managed Network Services, Workplace Services and End‑User Services to ensure end‑to‑end service restoration.
• Apply advanced troubleshooting methods (“Be the Packet”) to map data flow across Layers 1‑7, isolate failures and drive aggressive MTTR reduction.
• Mobilise internal SMEs and vendor resources swiftly, exercising full authority to bypass hierarchies when needed.
• Oversee the Advance Command Center, monitoring operational health and identifying emerging threats.
• Participate in post‑incident reviews, contributing to problem‑management governance and continuous improvement.

Required profile

• Senior‑level professional with extensive experience in major incident management and network operations.
• Proven ability to lead large, cross‑functional teams under pressure and communicate clearly with executive stakeholders.
• Strong analytical mindset and a track record of reducing Mean Time to Resolution.

Required skills

• Cisco Nexus, ASR and ISR architectures
• Palo Alto firewalls
• ClearPass / Cisco ISE
• Wireless LAN Controllers and Access Points
• F5 GTM and LTM (ADC)
• Layer 1‑7 network troubleshooting
• Major Incident Management methodologies