Company Description

Why EviSmart

300 people.

Two hubs: Vancouver HQ and Manila operations.

145% year-over-year SaaS growth - the market is responding.

28 countries. One platform. The dental industry's Autopilot.

An in-house AI model research and development team building proprietary intelligence.

How We Work

We ship before we're 100% certain. We write things down because we have two offices and memory is lossy. We debate loudly and move without resentment. We treat the customer's real problem as more significant than an elegant internal process. If you've spent time waiting for permission to try something obvious — you'll notice the difference here immediately.

Production Support & Incident Response Lead

When something goes wrong in production overnight, you are the person leading the response.

EviSmart is looking for a Global Continuity Lead to own incident response and platform continuity during our night operations.

This is not a role where you simply monitor dashboards, create a ticket, and wait for Engineering.

You will be the lead incident response person on shift. You are expected to investigate first, understand what is happening, determine the safest way to restore operations, bring in the right technical people when necessary, and remain accountable for the incident until the platform is stable.

Our platform supports 2,000+ dental labs, so an issue in production can quickly become a real business problem for our customers.

The goal is simple: keep cases moving and minimize disruption.

What You'll Own

You will be responsible for the health and continuity of the platform during your coverage.

That Means

Lead the response to production incidents during the night shift

Continuously monitor platform health and act on warning signs before they become customer-impacting problems

Personally perform first-line investigation using logs, dashboards, monitoring tools, diagnostic commands and available system access

Determine the impact and likely source of an issue before escalating

Look for safe workarounds or restoration options when a permanent fix is not immediately available

Decide when an issue can be handled at your level and when Engineering, DevOps or another specialist needs to be brought in

Command the incident even after technical teams become involved: keep people aligned, decisions moving and communication clear

Keep Application Support and other stakeholders informed during active incidents

Document incidents, root causes, workarounds and follow-up actions

Make sure recurring issues don't simply become accepted problems

Provide a complete handoff to the daytime team with nothing dropped overnight

Develop one Application Support teammate into a reliable backup who can eventually handle routine night triage independently The role's ownership of monitoring, incident command, proactive customer communication, post-mortems and backup development is explicit in the operating playbook.

What this role is NOT





This is not a traditional Service Delivery Manager or ITIL governance position.

It is also not a pure DevOps or Software Engineering role.

You don't need to be the person who writes the permanent code fix for every problem. But you do need enough technical depth to investigate intelligently before asking someone else to solve it.

If your normal incident process is: Alert → Create ticket → Escalate → Wait this probably isn't the right role.

We're Looking For Someone Whose Instinct Is Closer To

Detect → Investigate → Isolate → Restore or Work Around → Escalate Intelligently → Command Through Resolution → Prevent Recurrence The kind of person we're looking for

You May Currently Be An

Senior Application Support Engineer, L2/L3 Application Support Engineer, Production Support Engineer, Application Operations Engineer, Technical Operations Engineer, Platform Support Engineer, or similar.

More important than your current title is how you operate.

You Are Someone Who

Has personally supported live production applications

Can investigate an unfamiliar production problem without immediately needing someone to tell you what to check

Is comfortable working with logs, dashboards, APIs, databases and monitoring/observability tools

Understands enough infrastructure and application behavior to distinguish between likely application, database, API/connectivity and infrastructure problems

Thinks about business continuity, not only technical resolution

Can make sensible decisions with incomplete information

Knows when a workaround is safer and faster than waiting for the perfect fix

Stays calm when customers are affected and several teams are involved

Communicates clearly during incidents without creating noise

Can challenge or direct technical teams when an incident needs movement

Notices patterns and asks why the same problem keeps happening

Doesn't need constant hand-holding

Is comfortable being accountable when they are the most senior incident-response person available

Here's a good way to know whether you'll enjoy this role.

It's 2 AM. A production issue is preventing a customer from processing cases. The permanent fix requires an engineer who isn't immediately available.

What do you do?

We're looking for someone who doesn't stop at "I'll escalate it."

We Want Someone Who Starts Asking

What's actually broken?

What's the business impact?

What changed?

What can I verify myself?

Can I safely restore the previous working state?

Is there another way to keep the customer's operation moving?

Who genuinely needs to be involved?





What can we do now instead of waiting until morning?

That's the mindset we're hiring for.

What success looks like

Your first 90 days are designed to progressively prove that we can trust you with the night.

First 30 days: Learn the platform and prove you can troubleshoot real issues and identify the correct workaround without being walked through every step.

By 60 days: Independently monitor the platform, recognize warning signals and own selected production tickets through resolution.

By 90 days: Independently command night incidents from detection through restoration, handle more complex issues, proactively identify problems and effectively delegate to your trained backup.

Ultimately, success means >99% platform health during night operations, incidents declared quickly, complete post-mortems, no dropped night-to-day handoffs, and a backup capable of independently handling night triage.

Qualifications

Ideally, you have:

Strong hands-on experience in Application Support, Production Support, SaaS Operations or a similar production environment

Experience supporting systems in a 24/7 or on-call environment

Real production incident troubleshooting experience

Experience with monitoring and observability tools such as Grafana, Datadog, CloudWatch, Splunk, Kibana, Azure Monitor or similar

Working knowledge of logs, APIs, SQL/databases, cloud environments and basic diagnostic tools

Experience with incident response, root-cause analysis and production releases

Strong judgment around escalation, risk and business continuity The ability to communicate confidently with both technical teams and business stakeholders

Deep DevOps expertise is not required. What matters is that you can investigate intelligently, understand what you're seeing, take the safest action available at your level, and know when specialist intervention is genuinely necessary.

Important before you apply

This is a permanent night-shift role.

This is also an Individual Contributor role, not a traditional people-management position. You will act as the functional point person during night coverage and will help develop a designated backup, but you will not be joining to manage a large team.

The responsibility is significant because you are the person we need to trust when the daytime team isn't around.

If you're already strong in Application or Production Support and you're looking for an opportunity where you're given more ownership, more decision-making authority and the chance to become the person trusted to lead production incidents, we'd like to hear from you.

Apply and tell us about the toughest production problem you've personally solved.

Additional Information

? Work setup: FULL ONSITE, Monday to Friday

? Location: One World Place, BGC, Taguig City

? Employment Type: Full-time + Permanent

Get To Know Us More

EviSmart

- https://www.instagram.com/evidentdigital/
- https://evismart.com/#work-flow-video

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