Major Incident Management Support - Hybrid Ortigas - (Sr Analyst to Manager )

weSource Management Consultancy Firm; Pasig; Hybrid; PHP 892,800 - 1,339,200; Full time

Job summary

A leading management consultancy firm in the Philippines seeks a Major Incident Management Support professional for a hybrid role. The position involves collaborating with Development and QA teams on production enhancements and resolving complex issues. Candidates should have a Bachelor's degree in a relevant field and extensive experience in technical support and data analytics. The ideal candidate will thrive in a multi-cultural environment and have strong project management skills, particularly in ITIL and DevOps methodologies.

Qualifications

• Bachelor's degree: MIS, CS, Business Administration, Statistics, Engineering, or Mathematics.
• ITIL Foundations, Microsoft Azure, and Cloud Platform Foundation Certification.
• 3 - 5 years supervisory experience as Supervisor.
• 2 - 3 years as Senior Analyst.
• 5 - 10 years managerial experience as Manager.
• 5-10 years providing technical support for executive and general end-users.
• Minimum 2 years exposure with data analytics and visualizations.
• Minimum 1 year experience in DevOps and understanding of CI/CD Pipelines.

Responsibilities

• Collaborate with Development and QA Teams for enhancements and bug fixes.
• Manage Development backlog by prioritizing outstanding issues.
• Resolve complex Data Platform issues with support teams and users globally.
• Conduct detailed investigations into root causes using logs and feedback.
• Develop metrics to identify trends and escalate high impact issues.

Skills

Collaborative teamwork

Critical troubleshooting

Data analytics

Multi-time zone operations

Technical support

Education

Bachelor's degree in relevant fields

Tools

ServiceNow

Jira

Confluence

Dynatrace

Splunk

Prometheus

Grafana

DataDog

Job description

Major Incident Management Support - Hybrid Ortigas - (Sr Analyst to Manager )

Job Openings Major Incident Management Support - Hybrid Ortigas - (Sr Analyst to Manager )

About the job Major Incident Management Support - Hybrid Ortigas - (Sr Analyst to Manager )

Collaborate and work in partnership with Development and QA Teams for Production Enhancements(LBC), New Implementations, New Integrations and/or Bug fixes

• Interact with Business Leaders, Product Owners and Scrum Leaders to help manage Development
• Teams backlog by helping to prioritize outstanding issues
• Interface and collaborate with support teams and users globally to resolve complex Data Platform issues.
• Perform detailed investigations into root cause using logs, user feedback and any other available means
• Recognize, escalate and suggest solutions for systemic and procedural gaps in support structures
• Develop and use metrics to proactively identify trends as well as escalate high impact issues
• Promote knowledge transfers on new features and awareness of upcoming deployments and/or implementations across all support tiers
• Review deployments change requests to be aware in advance of any potentially negative impacts on user
• Learn new technologies outside of your area of expertise to help better support ever evolving Platform.
• Develop internal L4 documentation
• Provide weekend on-call incident support, as required

Requirements:

• Bachelor's degree: MIS, CS, Business Administration, Statistics, Engineering, or Mathematics
• ITIL Foundations, Microsoft Azure, and Cloud Platform Foundation Certification
• 3 - 5 years with supervisory experience, Supervisor
• 2 - 3 years, Senior Analyst
• 5 - 10 years with managerial experience, Manager
• 5- -10 years experience providing technical support for executive, C-Level and general end-users (At least 4 as Level 3 or Level 4).
• Minimum 2 years exposure with data analytics and visualizations.
• Ability to demonstrate global acumen and work in a multi- time zone/multi-cultural environment.
• Critical and innovative troubleshooter. Self-starter. Collaborative. Ability to work cross-functionally with multiple teams and stakeholders and to juggle multiple time-sensitive projects efficiently.
• Minimum 1 year experience in DevOps and demonstrated understanding of CI/CD Pipelines.
• Minimum 5 years experience working with both Organizational Business Leaders Teams and Multiple Global Enterprise Development Teams towards Program Execution.
• Proven experience developing, changing and implementing new processes to improve operational success.
• Project management approaches (e.g., SDLC, AGILE) & tools (e.g., Aha!, Jira, Confluence).
• Experienced on ITIL methodologies & tools (e.g., ServiceNow).
• Proficient in building queries Logging & Alerting tools (Dynatrace, Splunk, Prometheus, Grafana, DataDog).