Incident Analyst (Triage and Response Analyst)

Triage & Response Analysts are responsible for monitoring alerting platforms, dashboards, and service management tools for tickets, real-time alerts, and system events. They triage inbound alerts, assess severity, initiate escalation protocols, and assign tickets to the most appropriate resources, ensuring issues are managed in line with predefined SLAs and priority tiers. The role also includes participation in

schedule

d infrastructure maintenance activities, such as system patching, updates, and routine health checks, ensuring these are carried out with minimal disruption to services. Work Arrangement: Hybrid

Work Shift: Monday-Friday | Between 3:00AM-3:00PM ***Shift times may change in the future depending on business needs. Responsibilities: Monitor alerting platforms, dashboards, and service management tools for tickets, real-time alerts, and system events. Triage incoming alerts, requests, and incidents and assess severity, urgency, and potential business impact. Initiate and follow escalation protocols based on predefined criteria (e.g., SLAs, priority tiers). Assign tickets based on best available resources, ensuring issues are directed to the most appropriate teams. Facilitate initial response actions, including responding to tickets and alerts, engaging wider escalation groups and teams, and coordinating support. Maintain situational awareness of ongoing incidents and active service degradations. Document all alerts, actions taken, escalations, and incident communications accurately in the service management tools, in line with company policies and procedures. Conduct basic diagnostic steps to rule out false positives or non-issues, where appropriate. Follow standard operating procedures for common alert scenarios. Ensure service-impacting issues are identified, prioritised, and escalated without delay. Perform routine infrastructure maintenance tasks, including system patching, updates, and configuration changes. Participate in planned maintenance windows, ensuring activities are completed with minimal disruption to services. Manage service boards and call queues to ensure compliance with Service Level Agreements (SLAs) for incident response and resolution. Communicate clearly, effectively, and professionally with internal and external stakeholders to gather relevant information, provide regular status updates, and ensure escalation and resolution steps are well understood. Maintain a strong customer focus throughout the triage process, supporting timely handover to delivery teams and contributing to high levels of client satisfaction. Support a culture of continuous improvement by analyzing recurring incidents and recording insights to aid in root cause analysis. Keep abreast of ICT developments, architecture changes, new technologies, and common hardware and software issues, applying this knowledge when assessing incidents. Apply a working understanding of the ITIL framework in day-to-day triage and escalation activities. Skills and Qualifications: Excellent communication skills - both written and verbal Exceptional Customer Service skills Solution-oriented Ability to use initiative, working as part of a team or unsupervised Excellent troubleshooting and problem-solving skills Excellent time-management, planning, and interpersonal skills Ability to multitask and work on solving multiple issues simultaneously Display an innate drive to learn and upskill, proactively keeping abreast of industry trends and attaining relevant professional certifications Foundational understanding of ITIL principles and incident management processes. Familiarity with infrastructure and application monitoring concepts. Awareness of common IT systems and architecture components to support effective triage and escalation. Ability to document incidents clearly and communicate accurately with technical and non-technical teams. A minimum of 12 months’ experience in a service desk, monitoring, or triage environment. An awareness and general understanding of the following Microsoft technologies: Windows Operating Systems (Server & Workstation) Active Directory Azure Active Directory Office 365 (Exchange Online, SharePoint Online) Microsoft Intune SCCM (System Centre Configuration Manager) Microsoft Azure (IaaS) Azure Backup Microsoft Enterprise Mobility & Security Hyper-V Remote Desktop Services

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• Monitor experience Connect
• Wise experience Experience working for Australian Managed Service Providers Job Offer

Free relocation accommodation of up to 4 weeks for those relocating near Technology Elite Office*21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years)HMO coverage for employee +1 FREE dependent on the first day of employment+1 additional FREE dependent per successful year of tenure (up to five (5) years)

• Tenure Incentive Program*FREE daily meal
• Referral Bonus of up to Php20,000.00*ALL government mandated benefits*Terms and conditions apply