Incident Analyst – Hybrid (El Salvador)

About the role

We are looking for an Incident Analyst to join Concentrix’s Information Technology and Global Security team in El Salvador. In this hybrid role you will be the primary point of contact for critical P1 and P2 outages, leading the end‑to‑end recovery process across our global enterprise IT and BPO call‑center infrastructure.

Key responsibilities

• Lead live restoration bridges for global P1/P2 incidents, coordinating technical support teams, carriers and OEM partners.
• Rapidly isolate and resolve network and infrastructure issues to meet strict Service Level Agreements.
• Receive, analyze, track and close incidents while ensuring full SLA adherence.
• Document incident progress, produce regular status updates for senior leadership and execute timely escalations.
• Drive cross‑functional alignment to minimise operational downtime.

Required profile

• Minimum 3 years of hands‑on experience troubleshooting critical network outages.
• Proven ability to manage high‑visibility incidents under pressure.
• Strong sense of urgency and excellent technical leadership.
• Experience working with enterprise IT and BPO call‑center environments.

Required skills

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