Operations Center Specialist

Convey, Inc.; Philippines; On-site; PHP 837,000 - 1,256,000; Full time

Job summary

Convey, Inc. in Philippines is seeking an Operations Center Specialist to monitor, detect, and respond to incidents across critical services in a 24x7 environment.

You will analyze logs, acknowledge alarms, and escalate to Tier 2 with clear context, following SOPs.

This role requires strong communication, calm under pressure, and familiarity with basic troubleshooting; rotating shifts and weekend/holiday coverage are expected.

Qualifications

• Vocational or college-level education.

Responsibilities

• Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels).
• Acknowledge and respond to automated alarms within SLA.
• Perform initial incident assessment and impact analysis.
• Escalate issues to Tier 2 teams with clear, actionable context.
• Follow established SOPs and incident response runbooks.
• Access servers via approved, read-only SSH.
• Analyze application and system logs to identify error patterns and anomalies.
• Capture evidence (logs, screenshots, timestamps) during incidents.

Skills

Technical support

Customer service

Problem solving

Communication

Operating systems

Troubleshooting

Incident response

Shift work

SOPs adherence

Education

Vocational or college-level education

Tools

Jira

Confluence

Zendesk

AWS

Azure

GCP

Job description

Operations Center Specialist

Company: Convey, Inc. Job Type: Full Time Philippines

Job Description - Operations Center Specialist

Are you detail-oriented, calm under pressure, and interested in being on the front lines of system reliability? We’re looking for an Operations Center Analyst to join our team and help monitor, detect, and respond to incidents across critical services in a 24x7 environment.

What You'll Be Doing

• Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels)

• Acknowledge and respond to automated alarms within SLA

• Perform initial incident assessment and impact analysis

• Escalate issues to Tier 2 teams with clear, actionable context

• Follow established SOPs and incident response runbooks

• Access servers via approved, read-only SSH

• Analyze application and system logs to identify error patterns and anomalies

• Capture evidence (logs, screenshots, timestamps) during incidents

What We’re Looking For

Required

• Vocational or college-level education

• Experience in technical support or customer service

• Strong problem-solving and communication skills

• Familiarity with operating systems and basic troubleshooting

• Ability to stay calm and methodical during incidents

• Comfortable working rotating shifts (including weekends/holidays)

• Ability to follow structured processes and SOPs

Nice to Have

• Experience with Jira, Confluence, Zendesk, or similar tools

• Basic understanding of IT infrastructure and monitoring

• Exposure to cloud platforms (AWS, Azure, or GCP)

• Basic networking and IT security knowledge

• Experience handling calls, emails, and escalations

Why This Role?

You’ll be the first line of defense in keeping systems running smoothly, gaining hands-on exposure to cloud monitoring, incident response, and operational best practices — a great foundation for growth in IT and operations.

US-BASED ROLES ONLY - BENEFITS

• Fully covered Medical, Dental, and Vision coverage for employees
  • Cost share for dependents
• 401(K) plan with company match
• Fully covered STD/LTD
• Employee Assistance Program (EAP)
• Paid Maternity Leave
  • 12 weeks of paid parental leave for birthing parent
• Paid Paternity Leave
• Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
• 12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
• On-site gym available for free use in Denver, CO for employees based in the Denver area

Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About the Company

Convey, Inc.

Connecting communications, journey orchestration, analytics, and integrations with the engagement operating system for Utilities and regulated industries.

Read more about the company