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

• 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.