MIS L1 Analyst

 I.  PURPOSE

Support and contribute to improving service operations and implementing new services to achieve efficiency, service excellence, and customer retention.

• Complete assigned tasks efficiently and on time.
• Follow processes, policies, and escalation procedures.
• Report incidents and participate in shift handovers.
• Collaborate with team members to improve workflows and documentation.
• Maintain knowledge relevant to service operations.
• Promote a positive and professional work environment.
• Perform other duties as assigned.

Core Functions:

• Monitor system availability and capacity; escalate issues as needed.
• Ensure compliance with Business Continuity, Risk, and SLA requirements.
• Perform incident triage, handle service requests, and restore services promptly.
• Manage incidents following standard procedures and support RCA efforts.
• Handle client access, assets, and problem management tasks.
• Follow operational processes and contribute to continuous improvement.

III. QUALIFICATIONS

Education:

• Bachelor’s degree in IT-related fields (e.g., IT, Computer Engineering, Electronics Engineering).

Experience/Training:

• At least 1 year in a NOC environment or equivalent training.
• Knowledge or certification in IT Service Management, Infrastructure, or Cybersecurity.

• Based in Makati City; shifting schedule.
• Work with internal and external stakeholders (onsite/remote).
• May travel for events and trainings.
• Required to attend trainings and obtain relevant certifications.