Digital Operations Incident Analyst

Western Union; Philippines; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Job summary

Western Union is seeking an Analyst to investigate and resolve complex customer and platform incidents within SLAs, leveraging analytics tools to improve performance and customer experience. The role collaborates across Operations, Technology, Product, Compliance, and Business teams globally to drive timely resolutions.

You will mentor peers, drive continuous improvement, and maintain clear incident documentation while ensuring effective stakeholder communication and service quality.

Qualifications

• Bachelor’s degree in computer science, information technology, or a related field.
• 4–6 years of experience in technical support, operations, incident management, or a related tech-focused role.
• Strong analytical, troubleshooting, diagnostic, and problem-solving skills with a proactive, customer-focused mindset.

Responsibilities

• Investigate and resolve complex customer and platform incidents within SLAs, coordinating across multiple teams.
• Manage urgent and executive escalations through investigation, impact assessment, communication, and resolution.
• Analyze platform performance, customer journeys, and business metrics to identify issues, trends, and improvement opportunities.
• Monitor digital funnels and transaction activity to detect conversion barriers, failures, and service disruptions.
• Maintain accurate incident documentation and provide actionable recommendations.
• Mentor team members and promote troubleshooting best practices.

Skills

Analytical skills

Troubleshooting

Problem-solving

Communication skills

Self-motivation

Education

Bachelor's degree in Computer Science / Information Technology / related field

Tools

Amplitude

Dynatrace Grail

Quantum Metric

Microsoft Office

Microsoft Power Platform

Job description

Western Union is seeking an Analyst to investigate and resolve complex customer and platform incidents within SLAs, leveraging analytics tools to improve performance and customer experience. The role collaborates across Operations, Technology, Product, Compliance, and Business teams globally to drive timely resolutions.

You will mentor peers, drive continuous improvement, and maintain clear incident documentation while ensuring effective stakeholder communication and service quality.