Incident Response & SLA Analyst

Staff4Me; Cebu City; On-site; PHP 300,000 - 600,000; Full time

Job summary

Staff4Me is seeking an Incident Management Analyst in the Philippines to monitor, analyze, and coordinate incidents, ensuring timely resolution and consistent service delivery across supported operations. You will track progress from detection to closure and work with technical teams to identify root causes.

Key duties include monitoring SLA performance, conducting incident reviews, spotting trends, coordinating escalations across teams, and preparing briefing notes and status reports for

Qualifications

• Experience in incident management or similar operations is preferred.
• Strong analytical and problem-solving abilities.
• Excellent communication and coordination with multiple teams.

Responsibilities

• Monitor and track high-priority incidents and SLA performance.
• Conduct incident reviews and ensure follow-up on open or escalated cases.
• Identify recurring incidents and trends for proactive mitigation.
• Coordinate incident escalations and communications across teams.
• Prepare incident briefings, summaries, and status updates.

Skills

Incident management experience

Analytical and problem-solving skills

Communication and coordination

SLA tracking and escalation

Tools

Excel

Salesforce ticketing system

Job description

Staff4Me is seeking an Incident Management Analyst in the Philippines to monitor, analyze, and coordinate incidents, ensuring timely resolution and consistent service delivery across supported operations. You will track progress from detection to closure and work with technical teams to identify root causes.

Key duties include monitoring SLA performance, conducting incident reviews, spotting trends, coordinating escalations across teams, and preparing briefing notes and status reports for