IT Operations Analyst, Taguig

• Basic knowledge of networking, server concepts and incident response principles.
• At least 2-4 years of experience in revenue monitoring, alert triage, or a related field.
• Familiar with ITIL framework or have undergone ITIL foundation training
• Familiarity on ticketing systems (i.e. Jira, ServiceNow, etc.)
• Previous experience in a leadership or senior analyst role is a plus
• Experience with monitoring tools, dashboards, and data analysis platforms.
• May require shift-based work or on-call support for critical issues.
• Willing to work on a required shift, including evenings, weekends, and holidays, depending on business needs.

Job Description:

• Oversee the daily activities of analysts, ensuring all monitoring tasks are performed efficiently.
• Act as the first escalation point for analysts when revenue drops or critical alerts arise.
• Assist the team with investigations, troubleshooting, and identifying resolutions.
• Ensure revenue trends and alerts are being actively monitored and analyzed.
• Review flagged anomalies and validate findings before escalating to the Manager or other teams.
• Maintain detailed documentation of incidents, investigations, and resolutions.
• Coordinate with other departments to resolve minor issues before escalating to the appropriate department.
• Identify inefficiencies in monitoring processes and recommend enhancements.
• Train and mentor team members on best practices, tools, and troubleshooting techniques.
• Ensure compliance with escalation protocols and incident response procedures.
• Compile and review reports on revenue fluctuations, alert trends, and issue resolution metrics.
• Assist in preparing detailed reports for upper-level officers.