IT Service Operations Analyst

TL;DR

IT Service Operations Analyst: Managing incident, change, and problem processes within a global command center with an accent on maintaining system uptime and infrastructure stability. Focus on coordinating technical resolution efforts, facilitating postmortem analysis, and ensuring clear communication across business and technical stakeholders during critical events.

Location: Onsite in Cebu, Philippines

Company

A global digital identity authority providing domain, brand, and website security services to millions of customers.

What you will do

• Monitor server infrastructure, bandwidth, and website uptime using various monitoring tools.
• Manage and drive restoration efforts for IT incidents by coordinating with technical teams.
• Facilitate communication bridges during internal crisis events and provide updates to stakeholders.
• Oversee the ticket lifecycle for major incidents, ensuring adherence to established processes.
• Conduct postmortem meetings to identify root causes and document actionable improvements.
• Review scheduled changes to ensure compliance with standards and minimize impact on customers.

Requirements

• Must be willing to work in rotational shifts, including nights and weekends (24/7 operation).
• Strong English communication skills (written and verbal) are required for executive-level reporting.
• Proven experience in IT Service Management, specifically Incident, Change, and Problem Management.
• Working knowledge of ITIL, COBIT, or PRINCE best practices.
• Hands-on experience with ServiceNow, Grafana, and Jira.
• Ability to remain composed and effective under pressure during critical outages.

Culture & Benefits

• Competitive HMO benefits (200k MBL with two free dependents upon regularization).
• Punctuality bonus and generous vacation policy.
• Opportunities for career growth, mentorship, and professional development.
• Inclusive culture with over 20 affinity groups for global networking.
• Commitment to work-life balance and employee well-being.