Remote Service Operations Excellence Analyst

CyberOne; Metro Manila; Remote; PHP 600,000 - 1,000,000; Full time

Job summary

CyberOne is seeking a Service Operations Excellence Analyst to support operational efficiency, service quality, workforce planning and governance across the Cyber Defence & Engineering function. The successful candidate will work with Security Operations, Security Engineering and management to monitor performance, maintain service standards and drive improvement initiatives.

This cross-functional role welcomes applicants with a strong foundation in at least two disciplines and a willingness

Qualifications

• Experience in service operations, IT operations or process improvement.
• Experience in workforce planning, capacity forecasting or operational reporting.
• Experience in quality assurance or knowledge management.
• Experience in training coordination or capability development.
• Experience in governance, readiness reviews or improvement tracking.

Responsibilities

• Monitor operational performance and service delivery effectiveness.
• Identify process inefficiencies and opportunities for continuous improvement.
• Coordinate improvement initiatives with operational and engineering teams.
• Maintain operational performance reports, dashboards and improvement trackers.
• Analyse operational workloads, staffing capacity and resource utilisation.
• Support workforce forecasting and capacity planning.
• Prepare operational reports and management information.
• Identify workload trends and capacity constraints.
• Support governance activities and operational compliance requirements.
• Coordinate operational readiness reviews and service acceptance documentation.
• Track improvement initiatives, action ownership and expected benefits.
• Maintain governance records and provide progress updates to management.

Skills

Organisational skills

Analytical skills

Excel

Microsoft 365

Written communication

Documentation

Reporting

Stakeholder coordination

Tools

Power BI

Job description

CyberOne is seeking a Service Operations Excellence Analyst to support operational efficiency, service quality, workforce planning and governance across the Cyber Defence & Engineering function. The successful candidate will work with Security Operations, Security Engineering and management to monitor performance, maintain service standards and drive improvement initiatives.

This cross-functional role welcomes applicants with a strong foundation in at least two disciplines and a willingness