24x7 Incident Response Analyst

TELUS Digital; Metro Manila; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

TELUS Digital in Manila is seeking an Incident Management Analyst to support our 24x7 data centre operations. You will triage incidents, coordinate recovery efforts, and deliver timely status reports to stakeholders.

The role requires ITIL knowledge, strong communication, and the ability to work rotating 12-hour shifts across a complex IT environment. You will collaborate with internal and external IT teams, develop playbooks, and drive continuous improvement in incident management processes.

Qualifications

• Experience providing incident management support in large IT/x data centre environments.
• Proven ability to triage incidents and lead cross-functional resolution efforts.
• Strong communication and documentation skills.

Responsibilities

• Detect incidents/problems using monitoring tools and triage methods.
• Lead collaboration of internal and external IT teams to recover services.
• Provide status updates and written reports for stakeholders.
• Determine escalation paths for major incidents.
• Create playbooks and test incident management tools/systems.
• Take ownership of outages until service recovery.
• Review emergency changes for compliance with guidelines.
• Perform daily operational tasks as required.
• Follow up with resolver teams after incidents and close actions.
• Participate in Post Incident Review actions and learnings.

Skills

Incident Management

Customer Service

ITIL v3/v4

Leadership

Rotating shifts

Education

Engineering or Computer Science degree

Tools

Microsoft Office

Google Workspace

Job description

TELUS Digital in Manila is seeking an Incident Management Analyst to support our 24x7 data centre operations. You will triage incidents, coordinate recovery efforts, and deliver timely status reports to stakeholders.

The role requires ITIL knowledge, strong communication, and the ability to work rotating 12-hour shifts across a complex IT environment. You will collaborate with internal and external IT teams, develop playbooks, and drive continuous improvement in incident management processes.