Incident Management Analyst - IT Infrastructure & Network Support

Join Alorica as an Incident Management Analyst in Bali and play a pivotal role in ensuring the stability, security, and performance of our global IT infrastructure. This position is ideal for a detail-oriented professional with a passion for troubleshooting and a strong background in IT infrastructure and network support. In this role, you'll be the first responder to critical IT incidents, working closely with our global team to resolve issues efficiently and minimize downtime.

Alorica is a leading global provider of customer experience and omnichannel solutions. With a rich history spanning over 30 years, we're committed to delivering exceptional service and innovation. As an Incident Management Analyst, you'll have the opportunity to grow your skills and contribute to our mission of empowering businesses through technology.

📋 Tanggung Jawab Pekerjaan

• Monitor and manage IT infrastructure and network performance using tools like Nagios, Zabbix, and Splunk.
• Provide first-level support for incident management, including logging, categorizing, and prioritizing incidents.
• Collaborate with cross-functional teams to investigate and resolve IT incidents, ensuring minimal disruption to business operations.
• Document incident resolution processes and best practices to improve future response times.
• Conduct regular performance reviews and capacity planning to proactively identify and address potential issues.
• Stay updated with the latest IT infrastructure and network technologies and trends.
• Participate in on-call rotations to ensure 24/7 coverage for critical incidents.
• Provide training and mentorship to junior team members.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 3-5 years of experience in IT infrastructure and network support.
• Certifications such as CompTIA A+, CompTIA Network+, or Cisco CCNA are a plus.
• Strong knowledge of ITIL framework and incident management processes.
• Proficiency in English for communication with global teams.
• Experience with incident management tools like ServiceNow, Jira, or other similar platforms.
• Problem-solving skills and ability to work under pressure.
• Excellent communication and teamwork skills.

🛠️ Keahlian

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