Hybrid Digital Support Operations Analyst

Western Union; Quezon City; Hybrid; PHP 700,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid working arrangement

Health insurance options

Short-term incentives

Job summary

Western Union Philippines is hiring an Analyst to investigate and resolve complex customer and platform incidents within SLAs, analyzing performance and user journeys with Amplitude, Dynatrace Grail, and Quantum Metric to identify issues and opportunities.

You will collaborate with Operations, Technology, Product, Compliance and Business teams to drive timely resolutions, document incidents, and mentor teammates in best practices. Hybrid work requires three days in office.

Qualifications

• Bachelor’s degree in computer science, IT, or related field.
• 4–6 years in technical support, operations, or incident management.
• Strong analytical and customer-focused mindset.

Responsibilities

• Investigate and resolve complex customer and platform incidents within SLAs.
• Analyze platform performance, user journeys, and business metrics to drive improvements.
• Collaborate with Operations, Technology, Product, Compliance and Business teams.
• Coordinate urgent and executive escalations and document incidents accurately.
• Mentor teammates and contribute to knowledge resources and playbooks.

Skills

Analytical thinking

Troubleshooting

Problem solving

Communication

Education

Bachelor’s degree in computer science / IT or related field

Tools

Amplitude

Dynatrace Grail

Quantum Metric

Microsoft Power Platform

Job description

Western Union Philippines is hiring an Analyst to investigate and resolve complex customer and platform incidents within SLAs, analyzing performance and user journeys with Amplitude, Dynatrace Grail, and Quantum Metric to identify issues and opportunities.

You will collaborate with Operations, Technology, Product, Compliance and Business teams to drive timely resolutions, document incidents, and mentor teammates in best practices. Hybrid work requires three days in office.