Incident-Driven Tech Operations Analyst

SID Global Solutions; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

SID Global Solutions in the Philippines seeks an experienced Incident and Problem Support professional to provide 2nd level IT support for escalated incidents, perform root-cause analysis, and coordinate with cross-functional teams. Key focus areas include proactive handling of obsolescence and vulnerabilities, planning patches, and managing production releases to ensure stable technical operations.

The role requires at least 4 years in global banking IT, strong programming, database, and

Qualifications

• At least 4 years of global industry/banking experience with business analysis and requirements definition.
• Experience in programming and troubleshooting across multiple applications, OS, and databases.
• Familiarity with CI/CD and containerization is a plus.

Responsibilities

• Provide 2nd level support to incidents/problems escalated by Level 1 support
• Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment
• Drive to get the root cause of the issue as part of incident tickets
• Gather data, tests, and replicate incidents and problems
• Identify and implement workarounds or emergency fixes until the underlying issues/defects are resolved
• Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately
• Database interrogation using Database Server and queries to analyze impact of defects
• Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution
• Triaging application issues and driving to get to the root cause of issues
• Consult and coordinate the effort within the team and other support team to resolve incidents in a timely manner
• Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
• Develop and maintain relationship with different stakeholder and supporting teams

Skills

2nd level IT support

Root cause analysis

Code-level investigation

CI/CD familiarity

Docker

Kubernetes

Java

Python

Banking software

Tools

Docker

Kubernetes

SQL

TCP/IP/HTTP/SSL

Job description

SID Global Solutions in the Philippines seeks an experienced Incident and Problem Support professional to provide 2nd level IT support for escalated incidents, perform root-cause analysis, and coordinate with cross-functional teams. Key focus areas include proactive handling of obsolescence and vulnerabilities, planning patches, and managing production releases to ensure stable technical operations.

The role requires at least 4 years in global banking IT, strong programming, database, and