Incident Analyst - Bilingual

Job Title: Incident Analyst - Bilingual Job Description The Critical Incident Manager is responsible for managing high-priority incidents that significantly impact CNX Business Operations, Customers, or IT services. This role ensures rapid response, effective coordination with technical teams from various platforms globally, timely communication, and swift resolution of critical incidents while minimizing business disruption and preventing recurrence. Incident Analyst – El Salvador (Hybrid) We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Are you a high-energy technical troubleshooter who thrives under pressure? We are seeking an Incident Analyst with at least 3 years of hands-on experience to own end-to-end recovery for critical, business-impacting outages (P1/P2). In this high-visibility role, you will lead global technical recovery bridges, drive cross-functional alignment, and minimize operational downtime across complex enterprise IT and BPO call center infrastructures. If you bring a sharp sense of urgency, deep networking expertise, and exceptional technical leadership, you will feel right at home driving operational excellence on our team.

Major Outage & Bridge Management: Lead live restoration bridges for global P1 and P2 incidents, directing technical support teams, carriers, and OEMs (Cisco, Juniper, Palo Alto, Fortinet) to rapidly isolate issues and restore service under strict SLAs. Incident Lifecycle & SLA Adherence: Receive, analyze, track, and resolve global network and infrastructure events, ensuring full adherence to established Service Level Agreements. Crisis Communication & Escalations: Maintain continuous documentation on progress during major events. Author and distribute clear, periodic status updates to senior leadership and business stakeholders, executing timely hierarchical and functional escalations as needed. Process Optimization & KPI Achievement: Track, analyze, and report on key Incident Management metrics to eliminate bottlenecks, drive process efficiency, and consistently meet management KPIs. Network & Infrastructure Support: Assist in troubleshooting and maintaining uptime for global corporate LAN/WAN, TCP/IP/MPLS networks, firewalls, and carrier vendor circuits across dynamic BPO environments. Complete all assigned, mandatory training within the timeframe provided. Conduct and/or participate