Solutions Officer, Solutions Development & Experience (Dual-Coverage Role)
Location: Makati City, Philippines
Work Setup: 100% onsite
Start Date: ASAP preferred
About the role
This role focuses on supporting service assurance and day-to-day operations across enterprise products. As a Solutions Officer, you will help manage product-wide issues such as service disruptions, product fixes, and platform transition initiatives, including 2G sunset programs.
You will work closely with Product, IT, and Network teams to ensure service continuity, resolve issues, and improve overall product performance. A key part of the role is translating technical issues clearly across different teams and ensuring alignment with the end-to-end user journey.
This is a hands-on, operations-focused role suited for candidates with experience in incident handling and service environments who are looking to deepen their exposure to enterprise product operations.
What you will do
- Support service assurance and incident management activities across enterprise products
- Assist in handling service disruptions, product issues, and operational fixes
- Coordinate with Product, IT, Network, and other cross-functional teams during issue resolution
- Contribute to root-cause analysis, problem solving, and incident documentation
- Help track, prioritize, and communicate product issues affecting service performance
- Support platform updates and transition initiatives such as 2G sunset
- Translate technical issues into clear, structured updates for different stakeholders
- Ensure visibility and alignment across teams while maintaining focus on the user journey
- Maintain accurate documentation, reporting, and SLA tracking
What we are looking for
- Bachelor's degree in Engineering, IT, Computer Science, or a related field
- Around 3–5 years of experience in Network, IT, or service operations environments
- Hands-on experience in incident handling or supporting live service environments
- Familiarity with ITIL processes (incident, problem, change management) is preferred
- Strong problem-solving and root-cause analysis skills
- Strong communication and storytelling skills to simplify technical issues
- Ability to navigate internal teams and prioritize effectively across stakeholders
- Comfortable working in fast-paced, operational environments
Why this role is worth considering
- Hands-on role in managing real-time service issues and product operations
- Exposure to enterprise-scale systems and cross-functional teams
- Opportunity to work on high-impact initiatives such as platform transitions and service improvements
- Clear team structure with shared accountability and role coverage
- Opportunity to grow into broader product or operations roles over time
