Sr. Analyst, NOC – Mandarin Speaking

About the role

Monitor networks, systems, and services to ensure availability, stability, and performance. Provide technical support and coordinate incident resolution with clients and internal teams. Communicate with Mandarin-speaking customers regarding service issues, incidents, and technical concerns.

Qualifications

• 2–3 years of relevant experience in a Network Operations Center (NOC) or similar technical operations environment
• Experience in network, system, or service monitoring and incident management
• Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues
• Experience using ticketing or IT service management (ITSM) tools
• Familiarity with service management metrics such as MTTR, MTBF, and Service Availability
• Strong coordination and communication skills when working with clients and internal technical teams
• Mandarin-speaking proficiency is required, with the ability to communicate effectively with Mandarin-speaking customers
• Proficient in English and Filipino for internal and client communication
• Strong attention to detail and ability to properly document incidents, troubleshooting steps, and resolutions

Key responsibilities

• Monitor and respond to alerts, incidents, and service issues in a timely manner
• Perform routine service, system, and network health checks and escalate issues when necessary
• Manage, update, and track incidents, service requests, and tickets using the appropriate ticketing system
• Work closely with Network, IT, Engineering, and Operations teams to investigate and resolve technical issues
• Support the achievement of service-level commitments, including Service Availability, MTTR, and MTBF
• Participate in cross-team troubleshooting, solutions delivery, and service integration activities
• Maintain accurate documentation of incidents, troubleshooting activities, actions taken, and resolutions
• Provide timely updates to stakeholders regarding incident status and resolution progress
• Follow established NOC processes, escalation procedures, and service management standards