--- title: 'Production Support & Incident Commander at Evismart' canonical: 'https://feeny.ai/job/production-support-incident-commander-evismart-taguig-ty86k4cqtaa0' type: 'job' last_seen: '2026-10-17' --- # Production Support & Incident Commander at Evismart - **Company:** Evismart - **Location:** Taguig - **Posted:** 2026-10-06 - **Last confirmed live:** 2026-10-17 - **Apply:** https://job-boards.greenhouse.io/evismart/jobs/4434778009 ## Job description Incident Commander | SaaS Production Operations Permanent night shift • Individual Contributor • Full onsite – BGC, Taguig This 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. When an incident happens, your job is not: Follow procedure → identify resolver → escalate → wait → send updates. Your job is: Understand 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. What this actually looks like EviSmart is a live SaaS platform with multiple applications, services, dependencies and operational workflows. When something breaks, the answer will not always be written in a runbook. You need to be able to determine: - What is actually failing? - What is the customer impact? - Which systems or dependencies are involved? - Is the normal recovery path working? - How long should recovery reasonably take? - Can Production/Application Support restore it? - Do we actually need Engineering? - Is there a workaround or manual process that keeps the customer operational? - At what point do we stop waiting and change the recovery strategy? Different failures have different recovery paths. During the incident, you own the clock and the decision. If 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. That 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. You stay accountable until production is operational again. ## What we mean by Incident Commander You command both the people and the recovery strategy. Engineering may perform the permanent technical fix. Production Support may execute part of the recovery. Customer Support may need to communicate a workaround. But during the incident, you are responsible for determining what needs to happen next and driving everyone toward recovery. You need enough technical depth to investigate production issues yourself using things such as logs, monitoring, application behavior, databases, APIs, recent releases and system dependencies. You 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. Incident Management experience alone is not enough You may have years of Incident Management experience and still find this role difficult. Our production environment is a large, interconnected ecosystem. An issue in one part of the system can affect another application, workflow, team or customer process. If 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. We need someone who can reason through an unfamiliar production problem even when: the 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. You won't know our ecosystem on Day 1. We can teach you that. What 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. If 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. We're likely to be interested if you come from Production Support, Application Support, SaaS Operations, Site Reliability, Technical Operations, Incident Response, or another environment where you have personally handled business-critical production failures. We're particularly interested in people who have worked with multiple interconnected applications or services and have personally made recovery decisions during live incidents. The simplest test: At 2 AM, production is down, the runbook isn't solving it, Engineering isn't available, and customers need to keep operating. Can we trust you to figure out what needs to happen next, make the call, and own the outcome? If yes, we want to talk to you. ## About Evismart ## Company Overview - **One-liner**: EviSmart is an AI-powered platform that automates dental lab operations—from case intake and CAD design to quality control and delivery—helping labs scale efficiently. - **Entity Type**: Private (funding not disclosed) - **Headquarters**: Vancouver, British Columbia, Canada - **Founded**: 2007 (some sources list 2008) - **Founders**: Not publicly available ## Core Business - **Primary industry**: Dental technology / Healthcare IT - **Target customers**: B2B – dental labs, clinics, and dentists of all sizes (SMB to multi-site enterprises) - **Mission**: “Where dental work flows” – making dental care smarter, faster, and better by automating and connecting every step of the lab workflow. ## Products & Services - **[EviSmart Platform](https://www.evismart.com/what-we-do)**: Modular, AI-powered workflow automation covering intake (handwritten Rx → digital data), scan QC, file management, secure lab‑dentist messaging, integrated payments, and 3D print automation (smart nesting). - **[EviSmartQC](https://www.evismart.com)**: AI-based quality check module that catches errors before fabrication. - **[CAD Design Services](https://www.evismart.com/what-we-do)**: Outsourced CAD design to help labs scale production without adding headcount. - **[Lab Management Software](https://www.evismart.com)**: Front office and operations management (auto billing, real-time updates, LMS sync). ## Market Standing - **Valuation/Market Cap**: Not disclosed (private) - **Key Metric**: Trusted by 92,000+ labs and dentists across 26 countries - **Notable Investors/Partners**: Not publicly listed - **Growth Signals**: Headcount of 39 employees with monthly growth of +11.6% (LinkedIn); 18 active job postings at time of search; global delivery hubs in Asia and North America enabling 24/7 operations. ## Competitive Advantages - **Full‑stack automation**: Covers the entire lab workflow from intake to delivery, eliminating manual handoffs and reducing rework. - **Modular design**: Labs can adopt only the solutions they need, scaling up as they grow. - **Global footprint**: 26‑country presence with multi‑lingual support and around‑the‑clock design/QA capabilities. - **AI‑first approach**: Automates the messiest parts of case intake and QC, turning free‑form data into structured digital files. ## Strategic Focus - **Expand capacity without hiring**: Helping labs increase throughput using AI automation and outsourced CAD design. - **Global market penetration**: Continuing to build delivery hubs and partner networks across Asia, North America, and beyond. - **Deepen integration**: Seamlessly connecting with existing lab scanners, 3D printers, and practice management systems. ## Why Work Here - **Culture**: “Big goals. Small team. Moving fast.” – employees are given real responsibility from day one, and the team values learning from failures together. - **Work Setup**: In‑office at Vancouver (HQ) and Taguig, Philippines; no remote‑first policy widely advertised. - **Notable perks**: Not detailed, but the fast‑paced, high‑impact environment appeals to those wanting to shape a growing global platform. - **Active technical roles**: Lead Front End Engineer, Data Architecture Engineer, Python Backend Engineer, Product Manager for AI Products – as listed on their careers page. ## Sources 1. [evismart.com](https://www.evismart.com) 2. [evismart.com/careers](https://www.evismart.com/careers) 3. [linkedin.com/company/evismartdental](https://ca.linkedin.com/company/evismartdental) 4. [evismart.com/what-we-do](https://www.evismart.com/what-we-do) 5. [builtin.com/company/evismart](https://builtin.com/company/evismart) ## Other roles at Evismart - [Product Support Specialist for SaaS Platform](https://feeny.ai/job/product-support-specialist-for-saas-platform-evismart-bgc-63kr250z2cgd) — Bgc, Manila, Philippines - [Product Support Specialist](https://feeny.ai/job/product-support-specialist-evismart-bgc-a5260d755e84) — Bgc, Taguig, Philippines - [Manila - Head of Finance](https://feeny.ai/job/manila-head-of-finance-evismart-bgc-15hc4zngt0fr) — Bgc, Taguig - [Data Architect](https://feeny.ai/job/data-architect-evismart-taguig-3qkjx7ezdxkg) — Taguig - [AI/ML Engineer](https://feeny.ai/job/ai-ml-engineer-evismart-vancouver-atkgxqkdgks0) — Vancouver, Canada - [Clinical Account Manager](https://feeny.ai/job/clinical-account-manager-evismart-vancouver-f5p700269tx5) — Vancouver, Canada - [Solutions Engineer](https://feeny.ai/job/solutions-engineer-evismart-vancouver-sv42xj36dzq5) — Vancouver, Canada - [Senior Product Manager, Command Centers](https://feeny.ai/job/senior-product-manager-command-centers-evismart-vancouver-hssz8rqqjcpn) — Vancouver, Canada - [Senior Network & IT Support Engineer](https://feeny.ai/job/senior-network-it-support-engineer-evismart-bgc-93snaxvsb641) — Bgc, Taguig - [Data Solutions Engineer](https://feeny.ai/job/data-solutions-engineer-evismart-vancouver-0z48ec0mpqtg) — Vancouver, Canada