Sr. Analyst, NOC – Mandarin Speaking

WeSupport Incorporated; Makati; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

WeWork space?

Professional growth opportunities

Job summary

WeSupport Incorporated in Makati, Philippines, is seeking an experienced NOC Operations Specialist to monitor networks, systems, and services, ensuring availability, stability, and performance. You will coordinate incident resolution with clients and internal teams, and communicate in Mandarin with customers.

The role requires hands-on monitoring, incident management, and documentation of troubleshooting steps and resolutions, with strong English and Filipino communication skills to support

Qualifications

• 2–3 years of relevant experience in a Network Operations Center (NOC) or similar environment.
• Experience in network, system, or service monitoring and incident management.
• Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues.
• Experience using ticketing or ITSM tools.
• Familiarity with MTTR, MTBF, and Service Availability metrics.
• Strong coordination and communication when working with clients and internal teams.
• Mandarin-speaking proficiency is required for Mandarin-speaking customers.
• Proficient in English and Filipino for internal and client communication.
• Strong attention to detail and proper documentation of incidents, steps, and resolutions.

Responsibilities

• Monitor and respond to alerts, incidents, and service issues in a timely manner.
• Perform routine service, system, and network health checks and escalate as needed.
• Manage, update, and track incidents and tickets using the ticketing system.
• Collaborate with Network, IT, Engineering, and Operations teams to resolve technical issues.
• Support attainment of service-level commitments including availability, MTTR, MTBF.
• Participate in cross-team troubleshooting, solution delivery, and service integration.

Skills

NOC experience

Network/system monitoring

Incident management

ITSM tools

MTTR/MTBF metrics

Coordination & communication

Mandarin-speaking

English proficiency

Filipino proficiency

Documentation accuracy

Job description

About the role

Monitor networks, systems, and services to ensure availability, stability, and performance. Provide technical support and coordinate incident resolution with clients and internal teams. Communicate with Mandarin-speaking customers regarding service issues, incidents, and technical concerns.

Qualifications

• 2–3 years of relevant experience in a Network Operations Center (NOC) or similar technical operations environment
• Experience in network, system, or service monitoring and incident management
• Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues
• Experience using ticketing or IT service management (ITSM) tools
• Familiarity with service management metrics such as MTTR, MTBF, and Service Availability
• Strong coordination and communication skills when working with clients and internal technical teams
• Mandarin-speaking proficiency is required, with the ability to communicate effectively with Mandarin-speaking customers
• Proficient in English and Filipino for internal and client communication
• Strong attention to detail and ability to properly document incidents, troubleshooting steps, and resolutions

Key responsibilities

• Monitor and respond to alerts, incidents, and service issues in a timely manner
• Perform routine service, system, and network health checks and escalates issues when necessary
• Manage, update, and track incidents, service requests, and tickets using the appropriate ticketing system
• Work closely with Network, IT, Engineering, and Operations teams to investigate and resolve technical issues
• Support the achievement of service-level commitments, including Service Availability, MTTR, and MTBF
• Participate in cross-team troubleshooting, solutions delivery, and service integration activities