Problem Analyst - Contract at five9

This role is ideal for a mid-level IT professional with at least 3 years of experience in Production Operations or a Network Operations Center (NOC). The perfect candidate is someone who understands the "why" behind system failures and has a strong grasp of the ITIL framework. You should be comfortable facilitating high-stakes meetings, such as Post Mortems, and coordinating across technical teams like Cloud Operations and Customer Success to resolve complex issues. A standout aspect of this position is the opportunity to own and evolve a critical process within a global cloud software environment. Since this is a hybrid role based in Manila, you'll benefit from a blend of in-person collaboration and remote flexibility. You will act as a bridge between technical troubleshooting and process improvement, making it a great fit for someone who enjoys project coordination and root cause analysis. **You might be a good fit if you:** * Have a solid understanding of IT systems (infrastructure, networks, and databases) and how they intersect. * Are an expert at using Jira and Confluence to track issues and document technical processes. * Thrive on identifying trends in incident data to prevent future outages. * Possess the confidence to lead Root Cause Analysis (RCA) meetings with senior subject matter experts.