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Sr. Analyst, NOC – Mandarin Speaking


What you’ll do
  • Monitor networks, systems, and services to ensure availability, stability, and performance.
  • Monitor and respond to alerts, incidents, and service issues in a timely manner.
  • Provide technical support and coordinate incident resolution with clients and internal teams.
  • Communicate with Mandarin-speaking customers regarding service issues, incidents, and technical concerns.
  • 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.
Must Have
  • 2–3 years of relevant experience in a Network Operations Center (NOC) or similar technical operations environment. (Must Have)
  • Experience in network, system, or service monitoring and incident management. (Must Have)
  • Knowledge of troubleshooting and escalation procedures for network, system, and service-related issues.
  • Experience using ticketing or IT service management (ITSM) tools. (Must Have)
  • Familiarity with service management metrics such as MTTR, MTBF, and Service Availability. (Must Have)
  • 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. (Must Have)
  • Proficient in English and Filipino for internal and client communication. (Must Have)
  • Willingness to work in a NOC/operations environment, including shifting schedules if required. (Must Have)
  • Strong attention to detail and ability to properly document incidents, troubleshooting steps, and resolutions.
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