обновлено 5 часов назад
Incident Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Incident Analyst (ITSM/Contact Center Operations): Monitoring contact center performance and coordinating incident response across phone, chat, and email channels with an accent on real-time operations, SLA protection, and stakeholder communication. Focus on triaging Level 1–3 incidents, executing contingency plans, coordinating workforce interventions, and analyzing incident and uptime trends.
Location: Kuala Lumpur, Malaysia
Company
is a local delivery platform operating across around 65 countries as part of the Delivery Hero Group.
What you will do
- Monitor contact center queues across phone, chat, and email channels in real time.
- Triage and resolve Level 1–3 incidents using established standard operating procedures.
- Escalate complex incidents to global support, maintain ITSM records, and document resolutions.
- Communicate incident status, timelines, and workarounds to users, management, and internal teams.
- Analyze incident trends, SLA impact, system uptime, and schedule adherence.
- Trigger intraday workforce adjustments, execute contingency plans, and contribute to incident reviews and knowledge-base improvements.
Requirements
- Diploma or equivalent qualification in Information Technology, Business Administration, or a related field.
- 3–4 years of experience in contact center operations, real-time monitoring, or IT service desk environments.
- Experience with WFM systems, ACD/telephony platforms, and standard ITSM tools such as ServiceNow or Jira Service Desk.
- Proficiency in Excel or Google Sheets for data analysis and performance reporting.
- Strong stakeholder management, communication, attention to detail, and multitasking skills.
- Ability to work independently and follow structured SOPs during critical disruptions.
Culture & Benefits
- Work in a fast-paced, multi-market contact center operations environment.
- Collaborate with global support, real-time management, workforce planning, and internal operational teams.
- Operate within structured incident management and service-level processes.
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