Content & Incident Analyst

**On-site**epay SV, IT, NOCFull time
- Antiguo Cuscatlan, La Libertad, El Salvador

**Description**:
Aiming to fill a position that will focus in managing, coordinating and driving Products and Production Related Incidents based on ITIL Incident Management framework. When not involved in incidents this position will also focus in creating, editing, posting, updating, cleaning up outdated content and documentation that will be read by technical audiences. Ensure that the documentation needs of the NOC department are being met, providing accurate, clear, concise process documentation and process improvement for both Office Desktop Support team and NOC Team.

**Incident Management**
- Monitor, log, and track incidents from detection through resolution.
- Ensure incidents are categorized, prioritized, and escalated according to defined SLAs.
- Coordinate with internal teams (NOC, engineering, vendors) during incidents.
- Maintain accurate incident timelines, updates, and post-incident reports (RCA).
- Support incident reviews and identify recurring issues or improvement opportunities.

**Content & Knowledge Management**
- Create, maintain, audit, and update NOC & Office Desktop Support knowledge base articles.
- Manage site configurations where the knowledge base is published.
- Ensure the information is current, accurate, informative, and visually appealing for the audience.
- Document and present new monitoring tasks for the NOC team.
- Draft clear operational communications for internal teams and external stakeholders.
- Maintain templates for incident notifications, status updates, and reports.

**Collaboration & Process Improvement**
- Work closely with the NOC Manager on process changes, updates, and improvements for the department.
- Support the development and enforcement of incident management processes.
- Collaborate with stakeholders to improve workflows, documentation, and tooling.
- Assist in audits, compliance activities, and operational readiness reviews.

**Analysis & Reporting**
- Analyze incident data to identify trends, root causes, and risk areas.
- Prepare regular reports on incident metrics (volume, severity, MTTR, SLA compliance).
- Provide insights and recommendations to improve processes and reduce incident recurrence.

**Requirements**:

- ITIL Incident Management or Cobit5 Frameworks
- Strong understanding of complex problems with Information Technology software and hardware
- Microsoft SQL - Basic
- Office 365
- Word, Excel, PPT, One Drive, SharePoint
- Manage large amounts of data
- Familiarity Monitoring Solutions
- Solarwinds | ICINGA | Monitis | Kibana
- Familiarity for Disaster Recovery and High Datacenter availability
- Experience with ticketing and monitoring tools (ServiceNow, Jira, PagerDuty, etc.).
- Data analysis and reporting skills (Excel, Power BI, or similar)
- Fluent in English
- Formal documentation tasks, logs, sequence of events in English is required
- Versatile and strong writing skills

**Benefits**:
40 hours per week

Life insurance 100% covered

50/50 Health insurance (optional)

50/50 Half scholarships (optional)

Annual salary appraisal

Internal savings and credits association

Christmas bonus above the law

Other benefits