Rapid-Response Event Management Analyst

InfoHedge Technologies LLC; Morong; On-site; PHP 279,000 - 468,720; Full time

Job summary

Thrive is seeking an event management analyst to join our rapidly growing team. You will support customers using Thrive monitoring platforms, performing rapid triage and ensuring high-quality technical support.

The ideal candidate has 1-2 years call center or MSP experience, strong communication skills, and attention to SOP. You will work with the Event Management Engineer and may participate in on-call rotations as required.

Qualifications

• Associate Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 1 - 2 years of call center or managed services experience preferred
• Technical subject matter expert on MSP products as they relate to Thrive's service catalog
• Strong written and verbal communication skills
• Attention to detail and focus on adherence to SOP

Responsibilities

• Rapid response and initial triage of events generated from Thrive's monitoring platforms
• Performance reporting through data analysis to identify trends related to devices/events
• Assessment of event impact related to business criticality
• Clear communication to internal and external parties throughout event triage
• Continually follow best practices through the entire technical support process
• Escalation to event management engineer post triage for continued troubleshooting and resolution
• Ability to adjust priorities and balance responsibilities in a fast-paced environment
• Client support and communication inbound and outbound via phone, email, chat, and other Thrive channels
• Available to work outside of standard hours when necessary or as part of on-call rotation if applicable
• Other duties as required

Skills

Communication skills

MSP product knowledge

Problem solving

Call center experience

Education

Associate Degree in Information Technology or related discipline

Job description

Thrive is seeking an event management analyst to join our rapidly growing team. You will support customers using Thrive monitoring platforms, performing rapid triage and ensuring high-quality technical support.

The ideal candidate has 1-2 years call center or MSP experience, strong communication skills, and attention to SOP. You will work with the Event Management Engineer and may participate in on-call rotations as required.