Remote ITIL Service Management Analyst

Atlas Technica, LLC; Manila; Remote; PHP 3,757,000 - 5,636,000; Full time

Job summary

Atlas Technica, LLC is seeking a Service Management Analyst in a remote Manila-based setup operating on EST hours. You will lead ITIL-aligned Incident and Problem Management, drive root-cause analyses, and coordinate across NOC, Support, Onboarding, and Service Operations to improve service performance.

The role emphasizes client-facing accountability, reporting, and proactive service risk mitigation. You will partner with cross-functional teams to ensure issues are resolved and recurring

Qualifications

• 2–5 years of experience in service delivery or IT operations
• ITIL practices including Incident and Problem Management
• Experience supporting Major Incident Management workflows and RCA documentation
• Strong analytical and reporting skills for service metrics, SLAs, KPIs, trends

Responsibilities

• Drive incident follow-up and accountability for assigned clients
• Identify recurring incidents and coordinate Problem Management actions
• Facilitate Root Cause Analyses with complete findings
• Support Major Incident Management activities and escalation
• Monitor client service health, SLAs, KPIs, and backlog trends
• Lead client Quarterly Business Reviews and present performance trends
• Own Service Improvement Plans and corrective actions
• Deliver accurate service reporting and dashboards
• Assist with policy compliance reviews and evidence requests
• Create and improve playbooks, SOPs, and knowledge-base content
• Coordinate across NOC, Support, Onboarding, and Service Operations teams
• Communicate status, risks, and actions to technical and business stakeholders

Skills

ITIL practices

Incident Management

Problem Management

Change Management

continual service improvement

Root Cause Analysis

Data visualization platforms

Cross-functional collaboration

Stakeholder communication

Education

Bachelor’s degree or equivalent

Tools

ConnectWise Manage

Power BI

Excel

Job description

Atlas Technica, LLC is seeking a Service Management Analyst in a remote Manila-based setup operating on EST hours. You will lead ITIL-aligned Incident and Problem Management, drive root-cause analyses, and coordinate across NOC, Support, Onboarding, and Service Operations to improve service performance.

The role emphasizes client-facing accountability, reporting, and proactive service risk mitigation. You will partner with cross-functional teams to ensure issues are resolved and recurring