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Astreya Hiring! Full Time Incident Response Analyst II in - Ricebowl

Incident Response Analyst II

Astreya

Undisclosed

Full Time

Singapore

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Working Location

  • Singapore

Job Description

Responsibilities

Job Description

Knowledge, Skills & Abilities:

Core Responsibilities

  • Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks.
  • Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene.
  • Participate in incident triage, escalation, coordination, and resolution activities.
  • Support shift handovers and maintain service continuity across operations.
  • Maintain accurate operational records, reports, and documentation.
  • Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.
  • Identify process gaps and contribute to continuous improvement initiatives.
  • Support knowledge base maintenance, operational reviews, and reporting activities.

Additional Responsibilities For More Senior Candidates

  • Serve as a first-level escalation point of contact for operational issues.
  • Guide major incident handling and support bridge calls when needed.
  • Oversee workload distribution and operational execution across shifts.
  • Coach junior team members and provide structured guidance and feedback.
  • Help drive process standardization, documentation quality, and operational excellence.
  • Act as backup team lead or operational coordinator when required.

Requirements / Qualifications

Must-have Qualifications

  • Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
  • Experience in operations, cloud support, network operations, technical support, or incident management environments.
  • Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
  • Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
  • Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
  • Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
  • Ability to work in a fast-changing environment and manage multiple operational priorities.
  • Strong ownership, accountability, and execution mindset.

Nice-to-have Qualifications

  • Experience acting as a shift lead, escalation point, or operational coordinator.
  • Exposure to cloud infrastructure operations, service monitoring, or production support environments.
  • Experience supporting major incident response and stakeholder communications.
  • Experience maintaining documentation standards and improving operational workflows.
  • Exposure to automation, scripting, or process optimization initiatives.
  • Experience supporting reporting, metrics tracking, or service review preparation.
  • Prior experience working with distributed teams, vendors, or regional support functions.

Preferred Qualifications

  • Proven ability to work independently with minimal supervision.
  • Experience mentoring team members or supporting onboarding and knowledge transfer.
  • Strong stakeholder management skills and confidence in escalation scenarios.
  • Interest in automation and continuous improvement of operational efficiency.
  • High adaptability, learning agility, and willingness to challenge inefficient processes.
  • Experience supporting projects or mini-projects under tight timelines.

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