Technical Support Analyst

6 days ago


Mandaluyong City, National Capital Region, Philippines Metacom Careers Full time
The Role

We are seeking a skilled Service Management Analyst to join our dynamic team. As a key member of our IT department, you will play a crucial role in ensuring the efficient delivery of our IT services.

You will be responsible for monitoring service performance, managing incidents, and collaborating with teams to enhance service quality and user satisfaction. Your analytical skills and attention to detail will enable you to identify trends and opportunities to improve our IT services.

  • Key Responsibilities:
  • Monitor and analyze service metrics to ensure compliance with SLAs and KPIs.
  • Oversee the Major Incident Management (MIM) process, identify root causes, and implement preventive measures.
  • Support the evaluation and coordination of IT service changes to minimize disruptions.
  • Identify trends and opportunities to enhance IT services and optimize efficiency.
  • Act as a liaison between IT teams and business stakeholders, ensuring clear updates on service performance.
  • Prepare and distribute detailed service performance reports with actionable insights.


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