SPECIFIC DUTIES AND RESPONSIBILITIES
Service Desk and Support Operations
- Manage Jira Service Desk tickets to support timely resolution of developer and operational requests.
- Respond to tickets submitted by developers to maintain efficient support delivery.
- Monitor system alerts to identify operational issues and support service continuity.
- Monitor application alerts to facilitate prompt incident response and issue resolution.
- Investigate incoming tickets and alerts to determine appropriate actions and next steps.
- Coordinate with relevant technical teams to support resolution of system and application issues.
- Prioritize support activities based on alert severity and business impact to maintain operational effectiveness.
COMPETENCIES
Core Competencies (Must-have Competencies)
- GitLab and CI/CD Pipeline Tools: Ability to utilize GitLab and related CI/CD pipeline tools to support development and operational workflows.
- Jira and Confluence Administration: Ability to use Jira and Confluence for ticket management, collaboration, documentation, and workflow support.
- Red Hat Linux Support: Ability to work within Red Hat Linux environments to support operational and troubleshooting activities.
- Automation and Development Pipelines: Ability to support and understand automation processes and development pipelines to improve operational efficiency.
- Technical Issue Resolution: Ability to analyze tickets, alerts, and operational issues to support timely and effective resolution.
Complementary Competencies (Good-to-have Competencies)
- Learning Agility: Ability to quickly acquire new technical knowledge and adapt to evolving technologies and processes.
- Communication Skills: Ability to communicate effectively with stakeholders to facilitate issue resolution and collaboration.
- Customer Service Orientation: Ability to provide responsive and professional support that meets stakeholder needs and expectations.
- Prioritization and Decision Making: Ability to assess competing priorities and determine appropriate response actions based on business impact.
- Problem Solving: Ability to investigate issues methodically and identify practical solutions within defined processes.
QUALIFICATIONS
Educational Qualification/s
Required:
- Bachelor’s degree in computer science, or a related discipline; or equivalent professional experience and demonstrated capability.
Professional Qualification/s
- Minimum 1+ year of experience with GitLab and other CI/CD pipeline tools.
- Minimum 1+ year of experience using Jira and Confluence.
- Minimum 1+ year of experience working with Red Hat Linux.
- Minimum 1+ year of experience supporting automation and development pipelines.
- Experience supporting service desk operations, ticket management, and alert monitoring.
- Ability to work with developers and technical teams in a support-focused environment.
- Strong analytical, communication, customer service, and problem-solving capabilities.
Work Conditions
- PH Time: 4:00 PM – 1:00 AM PHT
Bachelor's degree in computer science or related field, or equivalent experience. Requires 1+ year with GitLab, CI/CD, Jira, Confluence, Red Hat Linux, and automation or development pipelines.
Key Responsibilities
- managing tickets
- monitoring alerts
- investigating issues
Skills & Tools
GitLab, CI/CD, Jira, Confluence, Red Hat Linux
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Manila, Metro Manila, Philippines
- Languages: English
About Quantrics Enterprises Inc.
An information technology company providing technical support and development operations. — Industry: Information Technology