Operations Engineer 1

Asurion Taguig, NCR

About the Job

• Respond to urgent priority calls by Service Desk, Command Center or other IT Teams • Facilitate conference calls during Priority-1 incidents • Create, update and close appropriate incident tickets • Communicate incident updates to IT stakeholders via email • Update daily status reports and shift handover reports • Escalate incidents and alerts to the appropriate Tier-2 and Tier-3 teams • Perform application and infrastructure event monitoring using available tools • Perform scheduled maintenance/activities involving tape rotation and application testing and monitoring.

The Asurion Technology Operations Center (ATOC) Tier 1 Analyst will work in the Infrastructure Operations department of Asurion Philippines Development and Operations Center (PDOC), specifically under the Asurion Technology Operations Center (ATOC). The ATOC Tier 1 Analyst has various hosted application products that need to be monitored and resultant issues to analyze and troubleshoot, or to be escalated to secondary teams for resolution. Hosted applications have a lot of dependencies with other modules and the other underlying infrastructure. During the outage resolution process, Operations Analysts take a lead role in the troubleshooting of application issues and have to be able to coordinate and communicate effectively with other Support teams to resolve outages as soon as possible. .ATOC Tier 1s may have to handle multiple complex incidents simultaneously, and may have to do so under pressure from client to have their issues resolved immediately to minimize revenue loss.

  • Respond to urgent priority calls by Service Desk, Command Center or other IT Teams

  • Facilitate conference calls during Priority-1 incidents

  • Create, update and close appropriate incident tickets

  • Communicate incident updates to IT stakeholders via email

  • Update daily status reports and shift handover reports

  • Escalate incidents and alerts to the appropriate Tier-2 and Tier-3 teams

  • Perform application and infrastructure event monitoring using available tools

  • Perform scheduled maintenance/activities involving tape rotation and application testing and monitoring.

Requirements:

  • Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology or equivalent.

  • At least 2 year(s) of working experience in the related field is required for this position.

  • Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent. Job role in IT Support/Helpdesk or equivalent.