Job Summary:
The IT Analyst – EUSG is responsible for supporting the organization's technology operations by performing incident troubleshooting, documentation management, operational monitoring, reporting, and compliance activities. The role requires close coordination with various teams to ensure timely resolution of technical issues, adherence to service level agreements (SLAs), and compliance with information security standards.
Key Responsibilities:
Incident Management & Troubleshooting
- Work closely with concerned teams in troubleshooting technology-related issues and problems.
- Ensure proper troubleshooting techniques, protocols, and tools are utilized in developing recommendations and solutions.
- Analyze technical issues and ensure recommendations are based on thorough assessment and factual findings.
- Provide regular updates regarding troubleshooting activities to the team, management, and clients.
- Ensure Incident Reports and Root Cause Analysis (RCA) documents are released within SLA requirements following troubleshooting activities.
- Coordinate with concerned groups to facilitate issue resolution.
- Document RCA and Immediate Corrective Actions (ICA) and follow through on pending deliverables until closure.
- Respond to incident and problem tickets within established SLA timelines.
Operations Monitoring & Support
- Conduct routine operational health checks of assigned accounts and ensure potential issues are promptly reported for immediate attention and resolution.
- Conduct daily floor walks and track account-related issues.
- Document work turnovers and effectively cascade information to the team.
- Coordinate with other teams to ensure successful completion of assigned tasks.
- Ensure timely completion of assigned operational and project-related activities.
Documentation Management
- Maintain and update operational documentation, including but not limited to inventories, processes, procedures, and operations-related documents.
- Conduct regular reviews and updates of documentation to ensure accuracy and relevance.
- Ensure proper documentation and timely status updates for assigned tasks.
- Demonstrate strong documentation and record-keeping practices.
Information Security & Compliance
- Ensure compliance with information security policies, standards, and guidelines.
- Implement required changes to maintain infrastructure compliance with information security requirements.
- Support initiatives that strengthen security controls and operational compliance.
Reporting & Analysis
- Generate, analyze, and distribute operational reports on a regular basis.
- Perform initial reviews, gap analyses, and provide action plans and recommendations to management.
- Monitor operational trends and identify opportunities for process improvement.
Qualifications:
Technical Requirements
- Knowledge of Microsoft products and solutions is preferred.
- Conceptual knowledge of IP networks, core IP applications (DNS, NTP, FTP, etc.), telecommunications, and their interaction within an IT computing environment.
- At least one (1) year of experience working with computer systems.
Skills & Competencies
- Strong analytical and problem-solving skills.
- Effective interpersonal and communication skills.
- Good documentation and reporting skills.
- Ability to work well under pressure, manage multiple tasks, and meet demanding deadlines.
- Strong teamwork and stakeholder management capabilities.
Education
- Bachelor's Degree in Information Technology, Computer Science, or any IT-related course.
Preferred Experience
- Experience in a Call Center, BPO, Systems Integrator (SI), or Service Provider environment is highly preferred.
Other Requirements
- Must be a Filipino citizen or possess the appropriate residence status.
- Proficient in English and Filipino.
