NOC L1 Analyst

Trends Group, Inc.; Philippines; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

Trends Group, Inc. in the Philippines seeks a NOC Operations Specialist to support service operations, monitor events, incidents, and service requests, and ensure SLAs are met.

You will manage IT assets, perform troubleshooting, and contribute to RCA while maintaining clear records. Based in Makati City with a shifting schedule, the role involves hybrid collaboration with internal and external stakeholders.

Qualifications

• Bachelor's degree in IT/CS/CE or related field.
• At least 1 year of NOC operations experience or Trends Cadetship program.
• Knowledge of ITSM, IT infrastructure (networks, servers, cloud) and cybersecurity concepts.

Responsibilities

• Perform assigned operational tasks and follow established processes, policies, and escalation procedures.
• Monitor and manage events, incidents, service requests, availability, capacity, and IT assets.
• Troubleshoot and restore client services within agreed SLAs.
• Escalate issues, provide updates, and contribute to Root Cause Analysis (RCA).
• Maintain accurate documentation, knowledge bases, and ticket records.
• Support incident, problem, access, configuration, risk, and service continuity management.
• Collaborate with team members to improve workflows and service delivery.
• Participate in shift turnovers, training, and continuous service improvement initiatives.

Skills

IT Service Management

ITIL Certification

Cybersecurity

Education

Bachelor's degree in IT/CS/CE/ECE

Job description

Purpose

Support service operations by ensuring operational efficiency, service excellence, and customer satisfaction while helping implement new managed services.

Key Responsibilities

• Perform assigned operational tasks and follow established processes, policies, and escalation procedures.

• Monitor and manage events, incidents, service requests, availability, capacity, and IT assets.

• Troubleshoot and restore client services within agreed SLAs.

• Escalate issues, provide updates, and contribute to Root Cause Analysis (RCA).

• Maintain accurate documentation, knowledge bases, and ticket records.

• Support incident, problem, access, configuration, risk, and service continuity management.

• Collaborate with team members to improve workflows and service delivery.

• Participate in shift turnovers, training, and continuous service improvement initiatives.

Qualifications

• Bachelor's degree in IT, Computer Science, Computer Engineering, Electronics Engineering, or a related field.

• At least 1 year of NOC Operations experience or completion of the TRENDS Cadetship Program.

• Knowledge or certifications in:

  • IT Service Management

  • IT Infrastructure (Network, Servers, Cloud)

  • Cybersecurity / Information Security

Working Conditions

• Based in Makati City.

• Shifting schedule.

• Hybrid collaboration with internal and external stakeholders.

• May travel for company events and attend required training and certification programs.