Incident Management Analyst

TL;DR

Incident Management Analyst: Providing 24x7 system and infrastructure support for Severity 1 incidents with an accent on network troubleshooting, system configuration, and cross-team coordination. Focus on resolving high-impact outages, managing conference bridge calls, and implementing process improvements within a call center environment.

Location: Must be based in Taguig City, Philippines

Company

hirify.global is a global customer experience provider focused on delivering high-quality support and technology solutions.

What you will do

• Provide 24x7 support for Severity 1 incidents and outages.
• Lead troubleshooting efforts for network and system infrastructure issues.
• Coordinate with IT support groups for software updates and production changes.
• Establish and moderate conference bridge calls for critical incidents.
• Communicate high-impact problems to senior management.
• Identify and implement process improvements to increase operational efficiency.

Requirements

• Bachelor’s degree in Computer Science or equivalent experience.
• Minimum of five years of IT experience, including at least three years in an Incident Management role.
• Thorough knowledge of Windows Active Directory and TCP/IP networking (OSPF, BGP).
• Experience with Unix/Solaris and Microsoft OS troubleshooting.
• Knowledge of call center technologies (CTI, Avaya PBX).
• Ability to work in a 24x7 support structure, including holidays and rotating on-call duties.

Nice to have

• Experience with report creation tools like Crystal Reports or Oracle Reports.
• Familiarity with batch scheduling technology.

Culture & Benefits

• Opportunity to work in a fast-paced, team-oriented environment.
• Focus on continuous learning and professional advancement.
• Exposure to complex enterprise-level IT infrastructure and business processes.