Incident Response Analyst II

Essential Duties and Responsibilities
Infrastructure Monitoring and Alert Management

- Monitor server infrastructure, operational alerts and observability platforms to identify service degradation, anomalies and potential availability risks.

- Triage alerts, assess their severity and business impact, and determine appropriate actions in accordance with established procedures.

- Investigate routine infrastructure issues, identify abnormal conditions and escalate unresolved or critical issues to the relevant technical teams.

- Support operational readiness and service continuity through proactive monitoring and timely response.
Incident Management and Root-Cause Analysis

- Support incident response activities involving server availability, infrastructure performance and service disruptions.

- Conduct preliminary investigations to identify contributing factors, assess impact and support root-cause analysis of outages.

- Coordinate with infrastructure engineering and other technical teams to facilitate incident resolution and recovery.

- Maintain accurate incident records, including timelines, findings, actions taken, escalations and follow-up activities.

- Support post-incident reviews and the implementation of corrective and preventive actions.
Change Monitoring and Operational Coordination

- Monitor server and infrastructure change activities, identifying potential risks, unexpected behaviours and deviations from expected outcomes.

- Support cross-functional coordination during planned change windows and activities that may affect multiple systems or teams.

- Escalate anomalies and potential service impacts promptly, following established change management and escalation procedures.

- Assist with validating operational stability following changes and documenting relevant observations.
Operational Governance and Service Improvement

- Support operational governance initiatives designed to improve service reliability, consistency and process compliance.

- Maintain and update Standard Operating Procedures (SOPs), Method of Procedures (MOPs), operational runbooks and supporting documentation.

- Identify recurring incidents, alert patterns and operational inefficiencies, contributing to problem management and continuous improvement initiatives.

- Support reporting, operational reviews and follow-up actions to strengthen service delivery and operational discipline.
Cross-Functional Collaboration and Business Support

- Collaborate with regional operations teams, infrastructure specialists, service delivery stakeholders and other relevant functions to maintain service continuity.

- Coordinate operational handovers and ensure relevant information is communicated accurately between shifts and teams.

- Respond to urgent business requests relating to infrastructure operations, prioritising activities according to severity, urgency and established service commitments.

- Participate in regional and global operational activities, including on-call support and critical incident coordination, as required.
Knowledge, Skills and Abilities

- Good understanding of IT infrastructure operations, server environments, operating systems and enterprise technology services.

- Familiarity with infrastructure monitoring, observability and alert management platforms.

- Understanding of incident management, escalation procedures, change management and operational risk control.

- Ability to investigate technical issues systematically, interpret monitoring data and identify abnormal operating conditions.

- Familiarity with server hardware, Windows and/or Linux environments, networking fundamentals and infrastructure dependencies.

- Ability to perform structured root-cause analysis and document technical findings clearly.

- Strong organisational skills, attention to detail and the ability to manage competing priorities in a time-sensitive operational environment.

- Excellent written and verbal communication skills, with the ability to coordinate effectively across technical teams and stakeholders.

- Ability to follow established procedures while demonstrating sound judgement when identifying risks and determining when escalation is required.

- Proficiency in maintaining operational documentation, incident records and service improvement actions.

- Willingness to participate in shift handovers, operational support and on-call rotations.

Qualifications and Experience
Essential qualifications and experience

- Typically 2–5 years of relevant experience in IT infrastructure operations, server monitoring, technical support or a similar operational function.

- Demonstrated experience handling operational alerts, troubleshooting technical issues and supporting incident management processes.

- Ability to manage routine operational activities independently within established procedures.

- Experience coordinating with technical teams during incidents, change windows or other operational events.

- Strong written documentation, communication and stakeholder coordination skills.

- Ability to work effectively in a structured, process-oriented production environment.
Preferred qualifications and experience

- Experience with enterprise infrastructure monitoring, alerting or observability platforms.

- Familiarity with server hardware, operating systems and infrastructure environments.

- Exposure to IT service management, incident management, problem management or change management practices.

- Experience supporting operational governance, service reviews or continuous improvement initiatives.

- Familiarity with SOPs, MOPs and operational runbooks.

- Mandarin speaking and reading capabilities are an advantage.

- Experience working in regional or global operations teams is desirable.
Additional Requirements

- Willingness to participate in operational shift coverage and on-call rotations, in line with business requirements.

- Ability to support planned change windows and respond to urgent operational incidents, including occasional out-of-hours or weekend work.

- Ability to maintain accurate documentation and complete effective handovers between shifts.

- Commitment to operational discipline, service reliability, information security and established escalation procedures.

Salary Range
45,280.00 - 56,600.00 EUR (Annual)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.

- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.