job description
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 complex network and system issues, minimizing downtime, and delivering seamless operational continuity.
As part of our dynamic IT team, you will collaborate with cross-functional stakeholders to identify, diagnose, and resolve incidents across our enterprise systems. Your expertise will directly contribute to maintaining high availability, optimizing system performance, and enhancing user experience for clients and internal teams alike.
Alorica offers a competitive compensation package, career growth opportunities, and a vibrant work environment in one of the worldâs most sought-after destinationsâBali. If you thrive in fast-paced, technology-driven settings and are eager to make an impact, we want to hear from you!
Responsibility
- Monitor, detect, and respond to incidents across network, server, and application infrastructure in real-time.
- Perform root cause analysis (RCA) for recurring issues and implement proactive solutions to prevent future occurrences.
- Coordinate with IT teams, vendors, and stakeholders to ensure timely resolution of critical incidents.
- Document all incidents, resolutions, and post-mortem reports for continuous improvement and compliance.
- Maintain and update incident management procedures, playbooks, and knowledge base articles.
- Assist in the deployment, configuration, and maintenance of monitoring tools (e.g., Nagios, Splunk, SolarWinds).
- Provide on-call support for escalated incidents outside of standard business hours as needed.
- Collaborate on ITIL-based processes, including incident, problem, and change management.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum 2-4 years of experience in IT support, network operations, or incident management.
- Strong knowledge of TCP/IP, DNS, DHCP, firewalls, and network troubleshooting.
- Experience with ticketing systems (e.g., ServiceNow, Jira) and ITIL frameworks.
- Proficiency in Windows/Linux server environments and virtualization technologies.
- Excellent analytical, problem-solving, and communication skills.
- Certifications such as ITIL v4, CompTIA Network+, or CCNA are a plus.
- Ability to work under pressure in a 24/7 operational environment.