Are you detail-oriented, calm under pressure, and interested in being on the front lines of system reliability? We’re looking for an Operations Center Analyst to join our team and help monitor, detect, and respond to incidents across critical services in a 24x7 environment.
What You’ll Be Doing
Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels)
Acknowledge and respond to automated alarms within SLA
Perform initial incident assessment and impact analysis
Escalate issues to Tier 2 teams with clear, actionable context
Follow established SOPs and incident response runbooks
Access servers via approved, read-only SSH
Analyze application and system logs to identify error patterns and anomalies
Capture evidence (logs, screenshots, timestamps) during incidents
What We’re Looking For
Required:
Vocational or college-level education
Experience in technical support or customer service
Strong problem-solving and communication skills
Familiarity with operating systems and basic troubleshooting
Ability to stay calm and methodical during incidents
Comfortable working rotating shifts (including weekends/holidays)
Ability to follow structured processes and SOPs
Nice to Have
Experience with Jira, Confluence, Zendesk, or similar tools
Basic understanding of IT infrastructure and monitoring
Exposure to cloud platforms (AWS, Azure, or GCP)
Basic networking and IT security knowledge
Experience handling calls, emails, and escalations
Why This Role?
You’ll be the first line of defense in keeping systems running smoothly, gaining hands-on exposure to cloud monitoring, incident response, and operational best practices — a great foundation for growth in IT and operations.
US-BASED ROLES ONLY - BENEFITS
Fully covered Medical, Dental, and Vision coverage for employees
Cost share for dependents
401(K) plan with company match
Fully covered STD/LTD
Employee Assistance Program (EAP)
Paid Maternity Leave
12 weeks of paid parental leave for birthing parent
Paid Paternity Leave
Flexible PTO policy - We trust employees to manage their time effectively and take time off as needed to maintain a healthy work-life balance. Discretionary time off is unlimited, subject to manager approval and business needs.
12 paid holidays throughout the year, including winter recess for all employees between December 25th-January 1st
On-site gym available for free use in Denver, CO for employees based in the Denver area
Convey (formerly Message Broadcast) is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Vocational or college-level education; experience in technical support or customer service; familiarity with operating systems and basic troubleshooting; strong problem-solving and communication skills; ability to work rotating shifts and follow SOPs.
Key Responsibilities
- monitoring alerts
- responding incidents
- escalating issues
Skills & Tools
AWS CloudWatch, Datadog, SQS, SSH, Jira, Confluence, Zendesk, AWS, Azure, GCP
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Philippines or United States
- Salary: PHP 300,000 – 330,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Convey
A software company providing operational monitoring and incident response services to help keep systems running. — Industry: Information Technology