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Escalation Management Consultant

Job Category:

Information Tech

Job Level:


Open Date:




Close date:


Client Industry:

TECHNOLOGY (IT & IT peripherals)

Job Description and Qualification:

John Clements Consultants, Inc. is looking for an Escalation Management Consultant to manufacturers of electronic brake systems, Car body electronics, parts, and accessories for motor vehicles and their engines. The work location will be in FTI, Taguig City.

Job Qualifications:

·         Candidate must be a Bachelor's/College degree holder of IT/ Computer Engineer/ Computer Science or any related course.

·         At least 3 years of experience in IT Service Management (Change Management, Incident Management, Problem Management, Capacity Management, etc.)

·         With working experience in Customer Support, working with customer escalations and high priority situations

·         Has the ability to work and collaborate with cross-functional teams

·         With a good understanding of IT Services and standards

·         Has good organizational, communications and analytical skills

·         Fluently speaking/writing in English (German is a plus)

Required Competencies:

·         IT Knowledge ( PC, Network, Server, Operating System, etc.)

·         End user support

·         ITIL or ITSM

·         Knowledge Management

Key Responsibilities:

·         Coordinate and follow up on the handling of IT priority incidents on a follow the sun schedule, making sure they are resolved and communicated accurately.

·         Confirm the correct assignment and priority validation of the high priority incident tickets

·         Communicate the opening, updates, and resolution of IT high priority incidents to the corresponding audience based on incident scope and impact on a regular basis

·         Maintain the Planned Maintenance Calendar and Problem Management reports on SharePoint as a support activity of the Situation Management function.

·         Identify and coordinate IT Emergency solutions, by informing and engaging the IT Leaders in online meeting and calls and act as a moderator

·         Handle the IT Complaint Tickets through their whole lifecycle, by contacting supporters, leaders, and customers, confirming satisfaction once the complaint tickets are resolved

·         Handle the positive feedback tickets while following them to the respective IT Supporters and Leaders

For interested applicants, you may send your CV/resume to 


Apply directly in our office located in 2F RCI Bldg., 105 Rada St., Legaspi Village, Makati City

Look for Aira.