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.