Service Assurance Analyst

Functional Overview:

As a Service Assurance Analyst (NOC), you will play a critical role in the proactive monitoring, resolution, and escalation of complex technical incidents across network, infrastructure, and application services. You will act as the escalation point for Tier I analysts and ensure service performance issues are swiftly resolved or escalated, while adhering to strict service level agreements (SLAs). This position requires strong analytical skills, technical expertise, and the ability to work across various departments to drive issue resolution, support service delivery, and maintain service availability.

Duties and Responsibilities:

• Monitor service performance using advanced tools to track KPIs and detect anomalies across systems and networks.
• Investigate and resolve complex service issues, conducting root cause analysis and coordinating with internal teams.
• Analyze performance trends and support optimization initiatives to improve service reliability and efficiency.
• Assist in capacity planning by evaluating current resource usage and forecasting future demands.
• Ensure SLA compliance by proactively managing risks and mitigating service performance issues.
• Take ownership of escalated incidents, manage resolution efforts, and maintain clear communication with stakeholders.
• Generate reports on service health, incident trends, and performance metrics to support operational visibility.
• Support automation initiatives aimed at streamlining monitoring, alerting, and incident response processes.
• Take ownership of all incidents and requests coming into the service desk. While over the phone, email and chat, be able to provide a pleasant support experience while addressing customer's issues and requests, handle escalations and effectively document the details and updates on requests, and issues within the ticketing tools. Ensure all incidents and change requests are documented fully and meet our client's and management's satisfaction before closing.
• Following up on all incidents and requests as per ticket handling procedures. Communicate information between tier II Help Desk Technicians and our clients. Request additional information from clients as per ticket notes and inform clients or partners of closed incidents and requests.
• Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned tasks that are within your tier responsibility before the end of your shift, or make the next shift aware of any outstanding requests to be completed.
• Serve as the first point of contact for customers seeking technical assistance
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical hardware and software issues
• Advise customers on appropriate actions
• Log all help desk interactions
• Provides high level customer service to clients and customer
• Awareness of customer service principles and practices
• Ability to follow Help Desk procedures while working in an ITIL environment
• Ability to work within team-oriented, collaborative environment
• Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment.
• Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
• Escalate to Tier II Help Desk Technicians as needed to resolve issues.
• Providing Layer I/Tier I support and guidance to Field Engineers onsite to ensure a successful dispatch.
• Accurately accounts for notes on issues and steps within our ticketing system.
• Routes all site escalations over to the appropriate internal and external group
• Logging Field Engineers offsite to assure quality completion and documentation.
• Working in a highly collaborative call center environment
• Other task assigned by Manager or Supervisor

Qualification:

• Bachelor's degree preferred – Computer Science, Networking or Engineering focus
• 1- 3 years of proven experience in Technical Support or Customer Service Experience
• Experience with service monitoring tools and techniques
• Knowledge of ITIL and other service management frameworks
• Excellent communication  and problem-solving skills.
• Troubleshooting skills: Ability to identify, diagnose, and resolve technical issues.
• Networking basics: Understanding internet connections, IP addresses, VPNs, etc.
• Experience with Specific Tools: like Zendesk, Jira, or ServiceNow
• Ability to work in a fast-paced, team-oriented environment.
• Willing to work in Mandaluyong
• Willing to work in a night shift schedule