Situations Manager

The Situations Manager serves as the Incident Commander for Major Incident Management, operating at the highest level of authority during critical service disruptions. This role is responsible for driving rapid service restoration, breaking down operational silos, and ensuring seamless coordination across Managed Network Services (MNS)and End User Services (EUS).

The Situation Manager maintains full command of the incident lifecycle, acting as the primary decision-maker and escalation authority within the technical environment.

• Hybrid: 2–3 days onsite per week at the Cebu Business Park.
• Rotating schedule, including graveyard shifts
  
  

• Act as the highest authority representative during Major Incidents
• Exercise full mandate to:
  • Engage any required resources (internal teams or vendors)
  • Bypass standard hierarchies when necessary
  • Maintain complete ownership of service restoration outcomes
    
    
    
    

• Lead and facilitate high-priority (P1/P2) incident bridges, often involving 100+ participants
• Take full control of the incident command structure to ensure efficient resolution
• Organize fragmented efforts into cohesive, parallel troubleshooting workstreams
• Drive aggressive actions to reduce Mean Time to Resolution (MTTR)
  
  

• Serve as the primary voice in C-level and executive calls
• Translate highly technical issues into clear business impact narratives
• Provide accurate, timely, and proactive updates to leadership
• Ensure stakeholders are never surprised by emerging risks or blockers
  
  

• Break down silos between:
  • Managed Network Services (MNS)
  • Workplace Services (WPS)
  • End User Services (EUS)
    
    
• Coordinate multi-team collaboration for end-to-end service restoration
• Maintain strong alignment with MNS while managing dependencies on EUS
  
  

• Apply advanced troubleshooting methodologies (e.g.,“Be the Packet” approach) to:
  • Map data flow across network layers (Layer 1–7)
  • Identify and isolate failure points across infrastructure
    
    
• Maintain deep expertise in the Disney Global Network (DGN), including:
  • Cisco Nexus, ASR, ISR architectures
  • Palo Alto Firewalls
  • Clearpass / ISE
  • Wireless environments (WLC, Access Points)
  • F5 ADC (GTM/LTM)
    
    
    
    

• Rapidly mobilize technical teams, SMEs, and vendor resources
• Take decisive action to mitigate outages and restore services
• Ensure optimal utilization of all available expertise during incidents
  
  

• Monitor operational activities outside of incidents
• Act proactively to identify and mitigate emerging threats or anomalies
• Ensure overall environmental stability and readiness
  
  

• Participate in post-incident reviews (PIRs)
• Act as a neutral arbiter across leadership teams
• Ensure:
  • Accurate root cause identification
  • Proper documentation of problem records
  • Tracking and implementation of permanent fixes
    
    
    
    

• Oversee Emergency Change processes during incidents
• Ensure remediation actions:
  • Do not introduce new risks
  • Adhere to change management best practices
    
    
    
    

• Utilize and quickly adapt to platforms including:
  • ServiceNow (SNow)
  • Netcool
  • SevOne
  • LogicMonitor
  • Splunk
  • Cisco Catalyst Center
  • Custom proprietary automation tools
    
    
    
    

• Train and mentor junior engineers and peers
• Elevate overall technical capability across the organization
• Promote best practices in troubleshooting, communication, and incident handling
  
  

• Experience:

  • Minimum 7+ years of hands-on experience in designing, implementing, and supporting large-scale enterprise networks
    
    

• Technical Expertise:

  • Advanced knowledge of:
    • Routing protocols (BGP, EIGRP, OSPF)
    • LAN / WLAN technologies
    • Infrastructure security
      
      
      
      

• Certifications (Highly Recommended):

  • CCNP (strongly encouraged for technical leadership credibility)
  • Additional certifications preferred:
    • Palo Alto
    • F5 (LTM/GTM)
    • Cisco Nexus
    • Clearpass
      
      
      
      

• Process & Frameworks:

  • ITIL Foundation or ITIL Managing Professional(highly preferred)
    
    

• Education:

  • Bachelor’s degree (BA/BS) preferred
  • May be waived for candidates withe xceptional experience and advanced certifications
    
    
    
    

• Exceptional leadership under pressure in high-impact, high-visibility incidents
• Strong executive communication and stakeholder management skills
• Ability to think strategically and act decisively in real time
• Deep technical insight combined with big-picture operational awareness
• Proven ability to coordinate across complex, multi-team environments