- Location
- Mandaluyong City, Metro Manila
- Type
- Full-time
- Department
- Engineering
- Seniority
- Senior
- Source
- RecruiterFlow
Description
Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is a global leader in digital trust, PKI, and machine identity management, helping organizations manage and secure keys, certificates, and identities across cloud, containers, and enterprise environments. As digital ecosystems grow, we enable secure, scalable, and automated cryptographic operations.
About the Role
- Advanced Monitoring & Alert Management
- Monitors hosted environments, dashboards, service health indicators, and alert queues with strong operational judgment.
- Leads triage for higher-priority alerts and recurring operational issues.
- Ensures alerts are actionable, appropriately classified, and routed to the correct owner.
- Incident Coordination
- Coordinates operational incidents across NOC, Support, and Cloud Engineering.
- Helps maintain clear ownership, communication, and escalation flow during active operational issues.
- Supports major incident response by gathering data, maintaining timelines, documenting impact, and coordinating handoffs.
- Runbook Ownership & Execution
- Executes runbooks for low to moderate complexity operational issues and supports more complex runbook workflows.
- Reviews runbook gaps and recommends changes to improve clarity, accuracy, and repeatability.
- Coaches less senior NOC teammates on runbook execution, escalation judgment, and documentation quality.
- Operational KPI Reporting
- Supports operational KPI reporting, including alert volume, incident patterns, ticket routing, escalation trends, runbook execution, and recurring issue identification.
- Contributes to trend analysis and alert tuning efforts with Cloud Engineering accountability where applicable.
- Identifies opportunities to improve NOC effectiveness, reduce noise, and improve incident response consistency.
- Maintenance & Change Monitoring
- Provides senior operational oversight during maintenance windows.
- Coordinates monitoring coverage, escalation paths, and handoff expectations during planned work.
- Documents maintenance observations, unexpected alerts, customer-impacting indicators, and follow-up actions.
- Team Enablement
- Provides guidance and support to Associate NOC Engineers and NOC Engineers.
- Promotes consistent documentation, handoff quality, ticket accuracy, and process adherence.
- Participates in process improvement discussions with the NOC Manager, Support, and Cloud Engineering.
- Completion of a recognized two-year or four-year post-secondary education program required.
- 3 to 5 years of related experience in IT operations, cloud operations, infrastructure monitoring, incident response, technical support, or a similar role.
- Strong English communication skills are required, including the ability to effectively participate in verbal discussions, document operational activities, and communicate technical information to both technical and non-technical audiences.
- Strong understanding of monitoring, alerting, ticketing, escalation workflows, and incident coordination.
- Working knowledge of cloud platforms, infrastructure operations, operating systems, networking concepts, and service health monitoring.
- Experience with ticketing or case management tools such as Salesforce, Zendesk, or similar software.
- Ability to troubleshoot low to moderate complexity operational issues independently and coordinate escalation for complex issues.
- Strong written and verbal communication skills with a professional demeanor.
- Strong documentation, organizational, and attention-to-detail skills.
- Ability to analyze alert and incident trends, identify recurring issues, and recommend operational improvements.
- Proven ability to collaborate across Support, Cloud Engineering, and operational teams.
- Able to thrive in a fast-paced, deadline-driven environment.
Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.
You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.
Read our full AI Disclaimer to learn more
What You’ll Get
At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.
· Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
· Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
· Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
· Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
