Senior Analyst, Product Health

3 weeks ago

Manila, National Capital Region, Philippines Royal Caribbean International Full time
KEY RESPONSIBILITIES

The Product Health Senior Analyst serves as the technical subject matter expert (SME) for Shipboard Application Support incidents. Senior Health Analysts oversee the entire incident lifecycle, ensuring that onboard technology functions effectively to prevent revenue loss and enhance customer satisfaction. The Senior Analyst will act as an escalation point for the health team and will mentor and assist in training junior analysts.

  1. Incident Management: The Senior Analyst will be responsible for managing and troubleshooting incidents assigned by the Health Lead. They will adhere to established policies to resolve issues and find effective solutions. Additional responsibilities in incident management include Change Management, Service Request Management, Problem Management, Major Incident Management, and conducting RCA (Root Cause Analysis) and Post-Mortem reviews.
  2. Post-Mortem Oversight: The Senior Analyst may oversee post-mortem incident meetings and coordinate with shoreside, shipboard, and vendor product teams to identify root causes and implement resolutions.
  3. Major Incident Management: Provide 24x7 on-call support based on a rotational schedule. The On-call support (Duty Phone) will be available to provide emergency support for major incidents.
  4. Service Level Agreements: The Senior Analyst will meet or exceed the Service Level Agreement guidelines.
  5. Communication: Ensures the team communicates effectively with internal customers and business stakeholders.
  6. Change Management: The Senior Analyst collaborates with Product Engineers to deploy application and system updates as needed. If assigned ownership of a change request, the Senior Analyst will be responsible for creating the change and attending the weekly Change Advisory Board (CAB) meeting to represent the request and seek approval for its implementation.
  7. Documentation: Create and maintain product documentation, user guides, and post-mortem reports. Also, assist in keeping training materials up to date.
QUALIFICATIONS AND EDUCATION
  1. High-level communication skills, both verbal and written.
  2. Former experience in an application support role.
  3. Four to Six years+ experience in a similar role.
  4. Preferred Cruise & Hospitality Relevant Experience.
  5. Has experience working with an Incident Management System (ServiceNow is a plus).
  6. Preferred experience with RDBMS or Network infrastructure.
  7. Demonstrates a technical understanding for Workstations, Servers (Windows or Linux).
  8. Basic understanding of network topology.
  9. Bachelor's degree preferred, or equivalent combination of education, training, and experience.
FINANCIAL/QUANTITIVE RESPONSIBILITIES

N/A

COMPARABLE POSITIONS/PEERS

HOW HAS THE JOB CHANGED/GROWN

N/A

INTERNAL/ EXTERNAL RELATIONSHIPS

PHYSICAL REQUIREMENTS

N/A

WORKING CONDITIONS

on-site, Manila main office
#J-18808-Ljbffr

  • Senior Clinical Coding Analyst

    1 day ago

    Manila, National Capital Region, Philippines Health Business Solutions Full time

    Join to apply for the Senior Clinical Coding Analyst role at Health Business Solutions3 weeks ago Be among the first 25 applicantsJoin to apply for the Senior Clinical Coding Analyst role at Health Business SolutionsSigning bonus for new employeesSenior Clinical Coding Analyst - Onsite ManilaHealth Business Solutions, LLCWe are seeking an experienced and...

  • Senior Analyst, Product Health

    6 days ago

    Manila, National Capital Region, Philippines Royal Caribbean Group Full time

    Senior Analyst, Product HealthRoyal Caribbean International is seeking a highly skilled Captive Portal Sr. Analyst to support and optimize our onboard Wi-Fi network across our fleet of cruise ships. This role requires a deep understanding of network architecture, data flow, and core networking principles to ensure seamless connectivity and an optimal guest...

  • Senior Clinical Coding Analyst

    3 weeks ago

    Manila, National Capital Region, Philippines Health Business Solutions LLC Full time

    Signing bonus for new employeesSenior Clinical Coding Analyst - Onsite ManilaHealth Business Solutions, LLCWe are seeking an experienced and detail-oriented Senior Clinical Coding Analyst to join our team and take on a crucial role in ensuring coding quality within our revenue cycle. As a Senior Clinical Coding Analyst, you will be responsible for analyzing...

  • Analyst, Product Health

    6 days ago

    Manila, National Capital Region, Philippines Royal Caribbean Group Full time

    Analyst, Product HealthKEY RESPONSIBILITIES:We are seeking a skilled and dedicated Product Health Analyst to join our Shipboard Applications Group. The successful candidate will be responsible for supporting and maintaining applications for the Food & Beverage Team.Provide technical support and maintenance for Food & Beverage applications.Perform application...

  • Product Development Analyst

    1 week ago

    Manila, National Capital Region, Philippines beBee Careers Full time

    Role Description:">This role is responsible for leading and participating in agile events and refinement sessions.Key Accountabilities">">Elicit and document requirements with Senior Business Analysts and scrum teams.">Support airline clients during UAT and in production environments.">Support product upgrades within defined processes.">Make standard...

  • Senior Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines QBE Insurance Full time

    Senior Analyst - Global Treasury Systems-1Senior Analyst - Global Treasury Systems-15 days ago Be among the first 25 applicantsPrimary DetailsTime Type: Full timeWorker Type: EmployeePerform all tasks relating to the Global Treasury Systems support function, including monitoring daily bank connectivity and proactively addressing issues; addressing bank...

  • Senior Operations Analyst

    2 weeks ago

    Manila, National Capital Region, Philippines Theoria Medical Full time

    2 weeks ago Be among the first 25 applicantsCompensation: P60,000 to P90,000 per month (All-in salary package)Job Location: RemoteJob Highlights:Paid Time Off: Relax and recharge with paid vacation and sick leaves.Bonus Boost: Enjoy an extra bonus with our 13th month pay.Weekends Free: Say goodbye to work on weekends and embrace personal time.Extra Earnings:...

  • Senior Environmental Health Specialist

    2 weeks ago

    Manila, National Capital Region, Philippines beBee Careers Full time

    Job Title: Senior Environmental Health SpecialistJob Description:The Senior Environmental Health Specialist will lead the development and execution of a rigorous EHS auditing program for suppliers located in China and Southeast Asia.Responsibilities:Conduct comprehensive EHS audits at supplier facilities, evaluating compliance with company standards,...

  • Clinical Coding Analyst

    3 weeks ago

    Manila, National Capital Region, Philippines Health Business Solutions LLC Full time

    Signing Bonus for new hiresClinical Coding AnalystHealth Business Solutions, LLC Manila (On-site)We are seeking a detail-oriented and analytical Clinical Coding Analyst to join our team and take on the responsibility of reviewing claims denied for coding-related issues. As a Clinical Coding Analyst, you will play a critical role in identifying and resolving...

  • Actuarial Analyst/Senior Analyst/Manager

    1 day ago

    Manila, National Capital Region, Philippines Siegen HR Solutions, Inc. Full time

    Actuarial Opportunities - Drive Strategic Business DecisionsAre you a highly analytical and detail-oriented Actuarial professional seeking to leverage your expertise in a collaborative and growth-oriented environment? We are expanding our Actuarial Function and have multiple exciting opportunities for individuals at various experience levels to contribute to...