analyn B.
Senior IT Incident Management Analyst
Open to offersNew to PlatformAbout
Analyn B. is an experienced Senior Analyst Lead specializing in incident management and service desk operations within the telecommunications industry, notably at Globe Telecom in partnership with HCL Technologies Philippines, TechMahindra, and Knowledge Process Outsource. Her scope includes overseeing the incident management process, responding to and diagnosing service incidents, administering team workflows, and providing detailed metrics reports. Analyn holds a Bachelor of Science in Computer Engineering from AMA Computer University and is ITIL trained, with technical proficiency in Remedy Force, ServiceNow, and operating systems such as Linux and Windows. Across her roles, she has actively managed end-user calls, coordinated with resolver teams, tracked SLAs, and continually aimed to refine incident protocols, serving large-scale environments in the telecom and export manufacturing sectors.
Experience
SENIOR ANALYST LEAD/Incident Management
GLOBE TELECOM / HCL Technologies Philippines, Inc. · 2018 — 2024Handled the end-to-end incident management process by receiving and logging calls from End Users, providing preliminary diagnosis, categorizing incidents, and assigning them to appropriate resolver teams. Regularly tracked and updated incident status, communicated with users, followed up with resolver teams, and ensured adherence to agreed SLAs. Escalated issues as needed, supplied Service Desk Metrics Reports to the Service Desk Manager, and guided the incident management process and team members involved in resolution. Responded to reported service incidents, identified root causes, initiated incident management procedures, prioritized incidents based on urgency and business impact, maintained logs of incidents and resolutions for recurring issues, and recommended process adjustments for efficiency.ASSOCIATE ENGINEER / SERVICE DESK - TEAM LEAD
GLOBE TELECOM / TECHMAHINDRA · 2017 — 2019Coordinated the Service Desk by receiving and logging calls from End Users, performing preliminary diagnosis, and categorizing incidents. Managed assignment to resolver teams, tracked updates, maintained regular communication with users, monitored Service Level Agreements, escalated issues as necessary, and prepared Service Desk Metrics Reports for management.ASSOCIATE ENGINEER / SERVICE DESK - TEAM LEAD
GLOBE TELECOM / KNOWLEDGE PROCESS OUTSOURCE · 2015 — 2017Directed service desk functions including receiving and logging user calls, executing initial diagnosis, categorizing incidents, and assigning them to resolver teams. Provided incident status updates, collaborated with other teams, communicated changes to users, tracked SLAs, escalated issues as required, and generated Service Desk Reports for the Service Desk Manager.MERCHANDIZER
LEE OUTFIT CORPORATION · 2008 — 2009Worked in merchandise handling at the Cavite Exporting Processing Zone.TIME KEEPER / ENCODER
LEE OUTFIT CORPORATION · 2008 — 2008Recorded attendance and handled encoding duties at the Cavite Exporting Processing Zone.TIME KEEPER / ENCODER
GYEONG WOO GARMENTS CO. · 2006 — 2008Executed timekeeping and encoding functions for administrative needs at the Cavite Exporting Processing Zone.
Skills & Expertise
Education
- Bachelor of Science in Computer EngineeringAMA Computer University-Cavite Campus · 2010 — 2015
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