Jonas Relampago
@jonasrelampago
Incident Management Analyst with 7+ years supporting SaaS/OMS/WMS, restoring service fast and improving SLA-driven support.
PhilippinesWhat I'm looking for
I’m an Application Support and Incident Management professional with 7+ years supporting business-critical SaaS, OMS, and WMS platforms. I specialize in incident triage, root cause analysis, SLA management, and cross-functional issue resolution, with a focus on restoring service availability quickly.
In my Tier 1 support role, I served as a primary point of contact for operational and system incidents across OMS and WMS environments. I resolved 300+ support tickets monthly while maintaining 90%+ SLA compliance, investigating and resolving application issues to minimize business disruption and restore service.
I’ve also led incident triage and escalation efforts for timely resolution of critical issues, partnering with cross-functional teams to identify root causes and reduce recurring incidents. I consistently delivered customer-focused operations and earned recognition for top CSAT performance.
Earlier, I strengthened my operational mindset through workforce and real-time support work—monitoring performance, validating data, conducting trend analysis, and recommending corrective actions. I combine strong customer communication with tools like Microsoft Excel, Power BI, and Power Automate to support service performance and business continuity.
Experience
Work history, roles, and key accomplishments
Tier 1 VeraCore Support
Advantive LLC
Apr 2024 - Jun 2026 (2 years 2 months)
Served as primary point of contact for OMS and WMS incident management, resolving application issues and restoring service availability. Resolved 300+ tickets monthly while maintaining 90%+ SLA, leading incident triage/escalation, root-cause analysis, and knowledge base improvements to reduce recurring incidents.
Resolved customer inquiries and operational issues while meeting SLA targets. Managed escalated cases across business units and investigated transaction discrepancies (invoices, credits, re-bills, product allocation), delivering process improvements and consistently high CSAT.
Customer Support Rep - Tech
iQor
Nov 2019 - Sep 2020 (10 months)
Provided customer support and technical support services while working with teams and stakeholders to resolve customer needs. Focused on strong communication and collaboration in fast-paced operational environments.
Real Time Analyst - WFM
iQor
Nov 2019 - Sep 2020 (10 months)
Monitored operational performance and identified service-impacting risks related to staffing and service levels. Conducted trend analysis, recommended corrective actions, coordinated with leadership on disruptions/resource constraints, and generated reports to support business continuity and service performance.
Customer Support Rep - Tech
Stream Global Philippines
Aug 2013 - Oct 2015 (2 years 2 months)
Worked as a Customer Support Representative / Technical Support team member. Delivered customer support and technical troubleshooting in an operational support environment.
Coordinated customer support and technical support work for K Network (non-profit) while employed by Transcom Worldwide. Supported customer inquiries through coordinated support operations.
Education
Degrees, certifications, and relevant coursework
AMA Computer College Cavite
Bachelor of Science, Information Technology
Earned a Bachelor of Science in Information Technology, graduating in 2019.
De La Salle University–Dasmariñas
Secondary Education
2008 - 2010
Completed studies from 2008 to 2010 (level/credential not specified in the provided text).
Jesus Son of Mary Academy
Secondary Education
Graduated in 2008 (degree/field not specified in the provided text).
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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