Technical Operations Analyst

SID Global Solutions APAC; Metro Manila; On-site; PHP 480,000 - 750,000; Full time

Job summary

SID Global Solutions APAC is seeking a Contract-based Technical Operations Specialist to handle incidents and problems within the Technical Operations team. You will investigate, identify resolutions, and perform root-cause analysis while coordinating with escalation teams for permanent fixes.

You will also manage obsolescence, vulnerabilities, and preventive maintenance, ensuring smooth production releases and capacity planning.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 4 years of relevant experience covering analysis, development, testing, or application support.
• Experience within Banking or Financial Services is highly preferred.

Responsibilities

• Provide Level 2 support for incidents and problems escalated by Level 1 support.
• Perform code-level investigation and troubleshooting of incidents and problems and implement code changes where required.
• Drive root cause analysis for production issues.
• Coordinate with Change Management and Release Management for deployments.
• Maintain knowledge base articles and operational documentation.

Skills

Incident handling

Root cause analysis

Troubleshooting

Monitoring & diagnostics

Stakeholder communication

Documentation & KB maintenance

Continuous improvement

Education

Bachelor's degree in Computer Science or IT

Tools

SQL databases

Monitoring tools

Job description

Employment Type: Contract

Job Mandate

Responsible for handling incidents and problem tickets escalated to the Technical Operations team, including investigation, resolution identification, impact and root cause analysis, and escalation to appropriate support teams for further investigation or resolution. The role is also responsible for proactively handling obsolescence and vulnerabilities, implementing enhancements and permanent fixes, planning application and infrastructure patches, scheduling preventive maintenance, managing production releases, and coordinating capacity management to ensure seamless technical operations.

Duties and Responsibilities

Incident and Problem Support

• Provide Level 2 support for incidents and problems escalated by Level 1 support.
• Perform code-level investigation and troubleshooting of incidents and problems and implement code changes where required.
• Drive root cause analysis for production issues.
• Gather data, perform testing, and replicate incidents and problems.
• Identify and implement workarounds or emergency fixes until permanent resolutions are available.
• Use monitoring and diagnostic tools to investigate and resolve issues efficiently.
• Perform database analysis using database servers and queries to assess the impact of defects.
• Investigate, diagnose, and report software defects to development teams or software vendors for permanent resolution.
• Triage application issues and coordinate investigations to determine root causes.
• Collaborate with internal teams and other support groups to resolve incidents within agreed timelines.
• Provide regular updates to stakeholders during troubleshooting and resolution activities.
• Build and maintain effective working relationships with stakeholders and support teams.
• Participate in technical training, knowledge-sharing sessions, and continuous learning initiatives.
• Contribute to the application knowledge base, troubleshooting guides, and operational documentation.
• Support continuous improvement initiatives to reduce incident volumes and improve operational efficiency.
• Gather data for operational metrics, reporting, and analytics.
• Create and maintain knowledge base articles documenting common issues, defects, and support processes.
• Maintain troubleshooting guides and application playbooks.

Maintenance Delivery

• Conduct regular assessments of application and infrastructure obsolescence and security vulnerabilities.
• Identify and analyze risks related to obsolete components and vulnerabilities.
• Collaborate with relevant teams to implement mitigation strategies.
• Stay informed of industry trends and emerging security threats.
• Coordinate patching and preventive maintenance activities.
• Collaborate with stakeholders to assess and procure updated software and hardware components.
• Document findings, recommendations, and implemented solutions.
• Ensure compliance with security policies, standards, and regulatory requirements.
• Maintain an accurate inventory of application and infrastructure components.
• Continuously monitor implemented solutions and processes to support evolving business requirements.

Fixes and Enhancements

• Collaborate with business stakeholders to identify application enhancement opportunities.
• Coordinate with IT Operations and support teams to determine root causes of reported issues.
• Design, develop, and implement permanent fixes and enhancements.
• Conduct testing to validate enhancements, patches, and maintenance activities.
• Document enhancement and fix implementations.
• Coordinate with Change Management and Release Management for production deployments.
• Participate in post-implementation reviews and continuous improvement initiatives.
• Stay current with industry best practices and emerging technologies.
• Ensure adherence to Service Level Agreements (SLAs) and operational goals.

Release and Capacity Planning

• Develop and maintain release and capacity planning strategies for applications and infrastructure.
• Collaborate with development, operations, and business teams to coordinate upcoming releases.
• Schedule releases while minimizing impact to production environments.
• Monitor application dashboards and perform capacity assessments.
• Evaluate and prioritize release requests based on business and technical requirements.
• Define release criteria and support successful deployments.
• Monitor release progress and communicate updates to stakeholders.
• Establish release management processes, including version control and rollback procedures.
• Collaborate with infrastructure teams to ensure sufficient hardware and software capacity.
• Maintain release and capacity planning documentation.

Education

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Work Experience

• Minimum 4 years of relevant experience covering business analysis, requirements definition, software development, testing, or application support.
• Experience within Banking or Financial Services is highly preferred.