{"id":1953436,"url":"https://alion.io/job/evismart-production-support-incident-commander","title":"Production Support & Incident Commander","company":{"id":673288,"name":"EviSmart","domain":"evismart.com","url":"https://alion.io/company/evismart","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":148,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines","Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":24000,"period":"year","method":"role_country_seniority_unknown","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Commander.js","optional":false},{"name":"Incident Management","optional":false},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true}],"status":"live","first_seen_at":"2026-10-06T11:00:30Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-19T07:03:45Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Incident Commander | SaaS Production Operations\nPermanent night shift • Individual Contributor • Full onsite - BGC, Taguig\nThis is not an escalation coordinator role. We need someone who can make real-time production recovery decisions when systems fail and customers are already affected.\nWhen an incident happens, your job is not:\nFollow procedure → identify resolver → escalate → wait → send updates.\nYour job is:\nUnderstand what is actually affected → determine the fastest safe recovery path → make the call → direct the teams involved → keep the customer operational → stay on it until production is restored.\nWhat this actually looks like\nEviSmart is a live SaaS platform with multiple applications, services, dependencies and operational workflows.\nWhen something breaks, the answer will not always be written in a runbook.\nYou need to be able to determine: \nWhat is actually failing?\nWhat is the customer impact?\nWhich systems or dependencies are involved?\nIs the normal recovery path working?\nHow long should recovery reasonably take?\nCan Production/Application Support restore it?\nDo we actually need Engineering?\nIs there a workaround or manual process that keeps the customer operational?\nAt what point do we stop waiting and change the recovery strategy?\nDifferent failures have different recovery paths. During the incident, you own the clock and the decision.\nIf the normal recovery route isn't working, we expect you to recognize that quickly and change course rather than continue following a process that is no longer protecting the customer.\nThat can mean restoring the application, rolling something back, implementing a safe workaround, directing Support or Engineering, or switching operations to a manual process while the underlying issue is being resolved.\nYou stay accountable until production is operational again.\nWhat we mean by Incident Commander\nYou command both the people and the recovery strategy.\nEngineering may perform the permanent technical fix. Production Support may execute part of the recovery. Customer Support may need to communicate a workaround.\nBut during the incident, you are responsible for determining what needs to happen next and driving everyone toward recovery.\nYou need enough technical depth to investigate production issues yourself using things such as logs, monitoring, application behavior, databases, APIs, recent releases and system dependencies.\nYou also need enough judgment to know when to continue investigating, when to restore, when to escalate technically, and when the safest decision is to keep the customer moving another way.\nIncident Management experience alone is not enough\nYou may have years of Incident Management experience and still find this role difficult.\nOur production environment is a large, interconnected ecosystem. An issue in one part of the system can affect another application, workflow, team or customer process.\nIf most of your experience has been following established procedures, running bridges, coordinating resolver groups and escalating technical decisions to someone else, this is probably not the right role for you.\nWe need someone who can reason through an unfamiliar production problem even when:\nthe documentation is incomplete, the normal process isn't working, information is still coming in, teams disagree on the cause, and the person you would normally escalate to isn't available.\nYou won't know our ecosystem on Day 1. We can teach you that.\nWhat is much harder to teach is the ability to analyze a complex system, make a defensible decision with incomplete information, take responsibility for that decision, and change course when the evidence tells you you're wrong.\nIf your background isn't a perfect match but you genuinely believe you can demonstrate that level of technical reasoning and judgment to us during the interview, we're willing to give you the opportunity to prove it.\n\nWe're likely to be interested if you come from\nProduction Support, Application Support, SaaS Operations, Site Reliability, Technical Operations, Incident Response, or another environment where you have personally handled business-critical production failures.\nWe're particularly interested in people who have worked with multiple interconnected applications or services and have personally made recovery decisions during live incidents.\nThe simplest test: \nAt 2 AM, production is down, the runbook isn't solving it, Engineering isn't available, and customers need to keep operating.\nCan we trust you to figure out what needs to happen next, make the call, and own the outcome?\nIf yes, we want to talk to you.","description_format":"text","description_chars":4613,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Dental Products & Labs","Practice Management Software"],"lifecycle":[{"event":"open","at":"2026-10-06T11:11:27Z"},{"event":"close","at":"2026-10-08T13:37:01Z"},{"event":"reopen","at":"2026-10-09T05:29:02Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":12,"expected_fill_days":148,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/evismart-production-support-incident-commander","json_url":"https://alion.io/job/evismart-production-support-incident-commander.json","meta":{"generated_at":"2026-10-19T08:42:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":673288},"rest":"https://alion.io/mcp/rest/get_company?id=673288"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fevismart-production-support-incident-commander"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fevismart-production-support-incident-commander"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fevismart-production-support-incident-commander"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/evismart-production-support-incident-commander\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fevismart-production-support-incident-commander"}]}