L2 Incident Management Specialist

Формат работы

hybrid

Тип работы

fulltime

Грейд

middle

Английский

Страна

Philippines

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

L2 Incident Management Specialist (Technical Support/SaaS): Providing advanced second-line support for hospitality solutions by investigating escalated incidents, leading technical recovery, and coordinating incident communications with an accent on product integrations, observability, and customer-impacting issue resolution. Focus on analyzing application logs, troubleshooting medium-to-high complexity failures, determining product defects, and improving monitoring and operational processes.

Location: Taguig, Metro Manila, Philippines; hybrid setup

Company

hirify.global provides technology solutions and support services for the travel and hospitality industry.

What you will do

Act as Incident Owner for assigned hospitality products and solutions.
Investigate and resolve escalated customer and internal incidents, including medium-to-high complexity issues.
Lead technical troubleshooting, recovery efforts, bridge calls, and communications during major incidents.
Analyze integrations, message flows, application logs, and system specifications to identify defects or platform issues.
Collaborate with Development, Technical Operations, Product, Customer Support, and Technical Support teams on escalations and improvements.
Document investigations and resolutions, contribute to SLO and SLA compliance, and participate in on-call rotations.

Requirements

Relevant tertiary qualification or equivalent experience.
3–5+ years of experience in Level 2 technical and incident management support or an equivalent environment.
Strong technical troubleshooting, analytical, problem-solving, customer service, communication, and time-management skills.
Working knowledge of SaaS, cloud computing, Microsoft operating systems, and open-source platforms.
Experience with monitoring and observability tools such as Grafana, DataDog, or Thanos, and with Splunk application log analysis.
Open to working in a hybrid setup.

Nice to have

Hospitality industry knowledge, including hotel solutions such as property management, central reservation, and channel management systems.
Experience with ITIL, SQL, Azure, XML, APIs, and HTML.

Culture & Benefits

Work in a global customer support environment serving hospitality clients.
Collaborate with internal and external stakeholders during critical incidents.
Coach and share knowledge with Customer Support and Technical Support teams.
Participate in an inclusive workplace focused on belonging, fair treatment, and equal opportunity.
Hybrid work arrangement and on-call participation as required by the role and region.

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