Incident Management Analyst

TL;DR

Incident Management Analyst: Providing client services and support for the hirify.global Trade Surveillance product and service offerings with an accent on monitoring and managing production incidents, maintaining client communication, and post-incident analysis. Focus on ensuring minimal disruption to client activities, collaborating with technical teams for swift resolution, and updating knowledge base systems.

Location: Hybrid work model in Bonifacio Global City, Taguig, Philippines (at least 2 in office days per week)

Company

hirify.global is a global tech leader committed to breaking down barriers to inclusive prosperity and building a more diverse and inclusive workforce.

What you will do

• Monitor and manage production incidents for hirify.global Trade Surveillance clients to ensure minimal disruption.
• Maintain clear communication with clients and stakeholders throughout the incident lifecycle, providing regular updates and incident reports.
• Provide day-to-day product support and supervise service delivery.
• Troubleshoot and resolve production incidents in collaboration with technical teams.
• Join post-incident reviews to identify root causes and prevent recurrence.
• Update knowledge base systems and processes for Business Incident Management.

Requirements

• Bachelor’s Degree or equivalent experience in Computer Science, Information Systems, or a related field.
• Strong background in Incident, Problem, and Change Management Life Cycle.
• Proficiency in tools such as JIRA, Confluence, SVN, Putty, and MS Office.
• Excellent verbal and written communication skills and problem-solving abilities.
• Amenability to work in a night shift schedule.
• Must be based in Bonifacio Global City, Taguig, Philippines, for a hybrid work model (at least 2 in office days per week).

Nice to have

• Prior technical background in Software-as-a-Service (SaaS).
• Experience in a similar product or incident management support role (Technical & Helpdesk Support).
• Understanding of financial markets and trading concepts.
• ITIL and Six Sigma Certifications.

Culture & Benefits

• Permanent full-time hybrid role (2 days in office per week).
• Autonomous and fast-paced work environment with opportunities for learning and growth.
• HMO coverage for you and your dependents.
• Employee stock purchase plan, equity grant, retirement plan, and annual bonus.
• Free counseling sessions and subscriptions to e-learning platforms.
• Commitment to diversity, inclusion, and equal opportunity.

Hiring process

• Apply via the provided link and submit your application.