Incident Analyst (Hybrid, El Salvador)

About the role

Concentrix is seeking a high‑energy Incident Analyst to lead end‑to‑end recovery for critical business‑impacting outages (P1/P2) across its global IT and BPO infrastructure. The role is hybrid, based in El Salvador, and involves coordinating live restoration bridges, driving cross‑functional alignment, and ensuring minimal downtime.

Key responsibilities

• Lead live restoration bridges for global P1 and P2 incidents, directing technical support teams, carriers, and OEMs.
• Receive, analyze, track, and resolve network and infrastructure events while adhering to Service Level Agreements.
• Maintain continuous documentation and provide clear status updates to senior leadership and stakeholders.
• Execute timely escalations and manage crisis communication throughout major events.

Required profile

• At least 3 years of hands‑on experience in incident management and technical troubleshooting.
• Strong sense of urgency and ability to operate under pressure.
• Excellent communication skills for interacting with global teams and senior leadership.

Required skills

• Cisco
• Juniper
• Palo Alto
• Fortinet

What we offer

• Opportunity to work with leading technology brands and global security teams.
• Dynamic, award‑winning workplace culture focused on growth and innovation.
• Hybrid work arrangement supporting work‑life balance.