Incident Analyst - Bilingual

About the role

We are looking for a bilingual Incident Analyst to join Concentrix’s Information Technology and Global Security team in El Salvador. The role focuses on rapid response and coordination for high‑priority (P1/P2) incidents that affect business operations, customers, or IT services.

Key responsibilities

• Lead live restoration bridges for global P1 and P2 incidents, directing technical support teams, carriers and OEM partners.
• Collaborate with network vendors such as Cisco, Juniper, Palo Alto and Fortinet to isolate faults and restore services quickly.
• Drive cross‑functional alignment and communication to minimize operational downtime across complex enterprise IT and BPO call‑center infrastructures.
• Document incident details, root‑cause analyses and preventive actions to avoid recurrence.

Required profile

• Minimum 3 years of hands‑on experience handling critical, business‑impacting outages.
• Strong sense of urgency and ability to work under pressure in a high‑visibility environment.
• Excellent technical leadership and communication skills to manage global recovery bridges.

Required skills

• Cisco networking equipment
• Juniper networking equipment
• Palo Alto firewalls
• Fortinet security solutions