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IBEX

GCC Shift Lead

IBEX
Philippines
2-4 Years
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  • Posted 13 hours ago
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Job Description

  • Provide Tier 1 Command Center support by monitoring alerts, tickets, dashboards, and incoming service requests.
  • Perform initial triage of incidents and escalate issues to the appropriate technical teams based on defined processes and severity levels.
  • Track and document incidents accurately, ensuring all required details, timelines, and actions are captured.
  • Coordinate with internal teams and client stakeholders to support timely resolution of issues.
  • Monitor system, network, or operational events and identify potential service-impacting issues.
  • Follow standard operating procedures for incident management, escalation, reporting, and communication.
  • Provide clear and timely updates to stakeholders during active incidents or service disruptions.
  • Support shift-based operations, including graveyard, rotational, weekend, or holiday coverage as needed.

Responsibilities

Skills:

  • Strong communication skills.
  • Above-average reporting skills.
  • Excellent analytical and problem-solving skills.
  • Effective organizational and time management skills.
  • Ability to document issues clearly and maintain accurate records.
  • Ability to work in a fast-paced support environment with attention to detail.

Abilities

  • Ability to apply knowledge of the account's business, technology, and processes to manage escalations and support junior team members.
  • Ability to problem-solve independently and make quick but high-quality decisions.
  • Ability to create, interpret, and analyze reports.
  • Ability to exhibit professionalism when communicating with internal and external stakeholders.
  • Ability to drive results and support organizational goals, expectations, and customer requirements.
  • Ability to work a flexible schedule, including graveyard or shifting schedules.

Qualifications

  • Bachelor's Degree in any field or equivalent work experience.
  • Minimum of 2 years of work experience in a customer service environment within a BPO/KPO or similar industry.
  • Experience in the high-tech industry is preferred, especially within IT, telecom, data centers, or command center operations.
  • Proven track record of providing excellent service in a Level 1 support environment.
  • Knowledge of the product, account, systems, or processes being supported.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Support
Employment Type:
Full time

About Company

IBEX

Job ID: 150858553

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Last Updated: 07-07-2026 07:06:55 AM
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