Sr. Analyst, NOC – Mandarin Speaking

We Support Incorporated; Makati; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

We Support Incorporated in Metro Manila is seeking a NOC operations professional with 2–3 years of relevant experience. You will monitor networks, manage incidents, and document resolutions while coordinating with clients and internal teams.

Fluency in Mandarin, English, and Filipino is required. Experience with ITSM tools and standard metrics like MTTR/MTBF is essential; shift flexibility is a plus in this dynamic operations environment.

Qualifications

• 2–3 years of relevant experience in a Network Operations Center (NOC) or similar technical operations environment. (Must Have)
• Experience in network, system, or service monitoring and incident management.(Must Have)
• Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues.
• Experience using ticketing or ITSM tools(Must Have)
• Familiarity with service management metrics such as MTTR, MTBF, and Service Availability(Must Have)
• 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.(Must Have)
• Proficient in English and Filipino for internal and client communication.(Must Have)
• Willingness to work in a NOC/operations environment, including shifting schedules if required.(Must Have)
• Strong attention to detail and ability to properly document incidents, troubleshooting steps, and resolutions.

Skills

Network monitoring

Incident management

Documentation

Client communication

Mandarin language

English language

Filipino language

NOC operations

Troubleshooting

Coordination

Tools

ITSM tools

ServiceNow

Jira Service Management

BMC Remedy

ManageEngine ServiceDesk Plus

SolarWinds

PRTG

Zabbix

Nagios

WhatsUp Gold

Datadog

Dynatrace

New Relic

Grafana

Splunk

Elastic

Kibana

Graylog

PuTTY

SecureCRT

RDP

SSH

Wireshark

Ping

Traceroute

Nslookup

Telnet

Microsoft Teams

Zoom

Outlook

Google Meet

Microsoft Office

Excel

Word

Confluence

Job description

• 2–3 years of relevant experience in a Network Operations Center (NOC) or similar technical operations environment. (Must Have)

• Experience in network, system, or service monitoring and incident management.(Must Have)

• Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues.

• Experience using ticketing or IT service management (ITSM) tools.(Must Have)

• Familiarity with service management metrics such as MTTR, MTBF, and Service Availability.(Must Have)

• 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.(Must Have)

• Proficient in English and Filipino for internal and client communication.(Must Have)

• Willingness to work in a NOC/operations environment, including shifting schedules if required.(Must Have)

• Strong attention to detail and ability to properly document incidents, troubleshooting steps, and resolutions.

Tools / Technologies

• ITSM / Ticketing: ServiceNow, Jira Service Management, BMC Remedy, ManageEngine ServiceDesk Plus

• Network Monitoring: SolarWinds, PRTG, Zabbix, Nagios, WhatsUp Gold

• Infrastructure Monitoring: Datadog, Dynatrace, New Relic, Grafana

• Log Monitoring / SIEM: Splunk, Elastic/Kibana, Graylog

• Remote Access / Troubleshooting: PuTTY, SecureCRT, Remote Desktop (RDP), SSH

• Network Tools: Wireshark, Ping, Traceroute/Tracert, Nslookup, Telnet

• Communication / Collaboration: Microsoft Teams, Zoom, Outlook, Google Meet

• Documentation: Microsoft Office, Excel, Word, Confluence