Operations Monitoring Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

DFI Retail Group is seeking an Operations Monitoring Analyst in the Philippines. You will monitor events across NOC, SOC, and Batch Jobs, perform initial diagnostics, and escalate incidents per SLA.

You will also run scheduled and adhoc jobs, log and dispatch tickets, and ensure timely updates. The role requires teamwork, a willingness to work night shifts, and adherence to procedures.

Qualifications

• Must have a IT-related degree.
• OJT experience in a similar role is an advantage.
• Able to work with others and under supervision.
• Able to multitask and follow instructions in a fast-paced environment.
• Average verbal and written English communication skills required.
• Strong ownership and commitment to work and confidentiality.

Responsibilities

• Monitor events across NOC, SOC and Batch Jobs and perform initial diagnostics or recovery using SOPs/playbooks.
• Escalate P1 and P2 incidents by phone and email within defined SLAs; dispatch for lower priorities as needed.
• Execute manually triggered jobs according to schedule (daily/weekly/monthly, plus adhoc).Log tickets for events or failed alerts and dispatch to resolving teams.
• Call Service Desk to invoke Incident Management for P1 incidents; follow up if no response within an hour.
• Perform standard operational service requests and close tickets within SLA; recover jobs per SOPs.
• Label tapes and monitor system backup status; prepare shift reports including incidents and actions.

Skills

Teamwork

Multitasking

Instructions following

English communication

Ownership & commitment

Education

IT-related degree

Job description

Is this your next challenge as an Operations Monitoring Analyst

The DFSC Monitoring Analysts (MA) is responsible for the monitoring and timely escalation of all events notification that will arise during their working shift. Monitoring includes the Network Operation Center (NOC), Batch Jobs and Security Operation Center (SOC). MA is also responsible in the execution of all the manual tasks according to its schedule as specified in the job sheets or adhoc requests.

The challenge is to:

• Monitor events covering NOC, SOC & Batch Jobs and perform initial diagnostic or recovery based on SOP's or playbooks.
• Escalate to respective support engineer by making phone call and sending email for all P1 and P2 incidents. During escalation, standard response time must be achieved based on the defined SLA. For lower priority incidents, ticket dispatching to the resolving team will be enough.
• Perform the execution of manually triggered jobs according to its defined schedule as specified in the job sheet. These includes daily weekly, monthly jobs and adhoc requests.
• Performs logging of ticket for all event or failed alerts that will be received and have the ticket dispatch to the resolving team.
• Call Service Desk and ask them to invoke the Incident Management Process for all P1 category incident.
• Make a follow up call to support engineer if in case there is no response or update provided after an hour.
• Performs standard operational service requests and have them resolved and closed the corresponding ticket within the SLA.
• Performs job recovery as stated in the job sheet or SOP's.
• Perform tape labeling and monitor system backup status.
• Prepare shift report which will include all the list of untoward incidents including the action taken happened during the entire shift.
• Perform other adhoc duties assigned by the Team Leader

Do you have experience in

• Graduate of any IT related course.
• Having an On the Job (OJT) working experience in a similar field will be an advantage.
• Can work well with others.
• Can perform tasks with minimal supervision and multi-task.
• Can follow instructions properly and adapt in a fast-paced environment.
• Must be able show willingness to follow instructions and tackle tasks.
• Must have average verbal and written English communication skills.
• Must have a good sense of ownership and commitment towards work.
• Must be able to adhere to standards & procedures and maintain confidentiality.

Others:

• Must be able to work on a night shift.
• Flexible enough and able to adapt with the shifting or change in the schedules.
• Can work on a holiday including Christmas and New Year's Day/Eve.
• Can report to work for over time or on a rest day if needed.
• Can work on an extended shift if the situation arises.

If you have the right skills and experience, this is an opportunity to build your career with Asia's leading retailer.

DFI Retail Group is an equal opportunity employer and responsible for ensuring that all personal information collected from each Candidate presented to DFI Retail Group is used for recruitment purposes only and the personal data will be kept and handled confidentially. We will retain the applications of candidates not selected for a period of no more than 24 months. The data collection process is in accordance with all applicable laws and compliant with the Code of Practice on Human Resource Management.

To find out more about Our Businesses and Our People, please visit our website: https://www.DFIretailgroup.com