Tech Services Analyst — Incident & RCA Lead

eClerx LLC; Muntinlupa; On-site; PHP 300,000 - 600,000; Full time

Job summary

eClerx LLC in the Philippines seeks an Analyst to troubleshoot technology problems and coordinate with concerned teams. The role emphasizes delivering timely incident updates, creating RCA/ICA documentation, and ensuring SLA adherence.

A foundation in IT, good communication, and problem-solving skills are essential. Candidates with 1 year of computer systems experience and familiarity with Microsoft products excel in this environment.

Qualifications

• Bachelor's degree in IT or related field.
• At least 1 year of computer systems experience.
• Strong interpersonal and communication skills.
• Ability to work under pressure and meet deadlines.
• Call Center/BPO/SI/Provider work experience preferred.

Responsibilities

• Troubleshoot technology problems with cross-team coordination.
• Provide regular updates to the team, management, and client.
• Ensure incident reports and RCA are released within SLA.
• Document RCA/ICA and follow through to closure.
• Review and update infrastructure documentation and security guidelines.
• Coordinate with other teams to fulfill tasks.
• Generate, analyze and release reports.

Skills

Interpersonal skills

Communications skills

Analytical thinking

Team management

Documentation skills

Under pressure

Education

Bachelor's degree or IT-related

Tools

Microsoft Office

DNS/NTP/FTP basics

Job description

eClerx LLC in the Philippines seeks an Analyst to troubleshoot technology problems and coordinate with concerned teams. The role emphasizes delivering timely incident updates, creating RCA/ICA documentation, and ensuring SLA adherence.

A foundation in IT, good communication, and problem-solving skills are essential. Candidates with 1 year of computer systems experience and familiarity with Microsoft products excel in this environment.