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Incident Analyst

4 weeks ago

Manila, National Capital Region, Philippines Ubiquity Full time

Act as a subject matter expert for Ubiquity's Technology department and is responsible for providing support to all IT groups for escalated incidents related to existing operational groups and those newly implemented or in the process of being deployed. People in this role work on documenting chronological sets of events leading up to incidents that have reached a predetermined point of escalation and ensure all learning opportunities are identified and addressed. Given the complexity of our systems and our team's expansion, there is no limit to your technical growth.

Responsibilities:

  1. Investigate and diagnose incidents to restore a failed IT service/process as quickly as possible.
  2. Document troubleshooting steps and service restoration details.
  3. Create, submit, and maintain knowledge articles.
  4. Liaison between multiple departments and sometimes Ubiquity's clients.
  5. Identify incidents in need of review following major incidents.
  6. Create knowledge base with repeatable procedures with a goal of reducing the number of incidents.

Qualifications and Requirements:

  1. Bachelor's degree in Computer Science, Systems Engineering, or related field.
  2. 2 to 5 years of experience in a similar role providing support to users with a strong focus on investigation and analysis.
  3. Understanding and awareness of the ITIL Incident Management process and procedures is highly desired.
  4. Strong documentation, technical writing, & management skills (creation and maintaining of documents, spreadsheets, and presentations).
  5. Intermediate knowledge and proficiency in Microsoft Excel (Pivot Tables, VLOOKUPs, IF Formulas).
  6. Effective communication - Intermediate to advanced English is a must due to the need for coordinating efforts with foreign team members at all levels.
  7. A technical, logical thought process, and problem-solving skills.
  8. Know how to prioritize and delegate.
  9. Attention to details, and prompt to strict deadlines is a must.
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