WE ARE HIRING: TECHNOLOGY OPERATIONS ANALYST
Nityo Infotech is looking for Technology Operations Analysts to join our team in McKinley. We are hiring for two specialized tracks: Training and Workforce Planning.
OPEN POSITIONS:
- Technology Operations Analyst – Training | 2 Headcounts
- Technology Operations Analyst – Workforce Planning | 1 Headcount
LOCATION: McKinley
WORK SETUP: Full-time Onsite
SCHEDULE: Night Shift – starts at 6:00 PM or 7:00 PM, eventually transitioning to a rotating schedule
SALARY:₱76,000 – ₱118,600 Basic + ₱2,800 Allowance
TECHNOLOGY OPERATIONS ANALYST – TRAINING
Key Responsibilities:
- Participate in technology operations initiatives and identify opportunities for improvement.
- Evaluate basic or tactical operational challenges through research and analysis.
- Provide centralized command and control for major incident management, ensuring teams prioritize business service restoration.
- Review, analyze, and escalate issues based on key metrics, event monitors, reported service deviations, and documented changes.
- Develop knowledge of business cycles and capabilities to assess the impact of technology events on business operations and support teams.
- Help minimize the impact of application and infrastructure failures on business delivery.
- Engage troubleshooting teams to assess system health and resolve issues.
- Present recommendations for resolving more complex operational situations.
- Provide timely information and updates to functional colleagues, internal partners, and stakeholders.
Qualifications:
- 2+ years of Technology Operations experience, or equivalent combination of work experience, training, military experience, or education.
- Experience in designing and delivering Instructor-Led Training (ILT) sessions for new hires is highly preferred.
- Experience supporting contact center, service desk, or IT operations environments is an advantage.
TECHNOLOGY OPERATIONS ANALYST – WORKFORCE PLANNING
Key Responsibilities:
- Participate in technology operations initiatives and identify opportunities for improvement.
- Evaluate operational challenges through research, analysis, and data-driven assessment.
- Support centralized command and control for major incident management and business service restoration.
- Review and analyze key metrics, event monitoring data, service deviations, and documented changes.
- Develop knowledge of business cycles and operational capabilities to assess the impact of technology events.
- Engage relevant teams to assess system health, operational issues, and service impact.
- Provide recommendations for resolving complex operational situations.
- Develop and provide operational reports, forecasts, dashboards, and performance insights.
- Support workforce planning, forecasting, capacity planning, and performance analysis.
- Present findings and recommendations to leadership and key stakeholders.
Qualifications:
- 2+ years of Technology Operations experience, or equivalent combination of work experience, training, military experience, or education.
- Bachelor's degree in Business Analytics, Information Technology, Statistics, Mathematics, Engineering, or a related field is preferred.
- 3+ years of experience in Workforce Management, Forecasting, Capacity Planning, Service Delivery Analytics, or related operational analytics roles is preferred.
- Strong experience with Advanced Excel, including Pivot Tables, Power Query, and forecasting functions.
- Experience with Power BI, Tableau, SQL, and ServiceNow Reporting.
- Experience with Workforce Management platforms such as NICE, IEX, Verint, Genesys, Alvaria, or similar tools.
- Knowledge of forecasting, capacity planning, data analysis, trend identification, KPI development, and business intelligence reporting.
- Experience supporting contact center, service desk, or IT operations environments is an advantage.
- Experience creating forecasts, dashboards, and performance reports and presenting findings to leadership.
WHY JOIN US
- Competitive salary package
- Career growth opportunities
- Exposure to enterprise-level technology operations
- Opportunity to work with cross-functional technology and business teams
