Responsibilities:
- Provide 24x7 system, data analysis, and support for all Severity 1 Incidents/Outages.
- Provide, as needed, coverage for Incident Management resolution activities
- Responsible for leading troubleshooting network and system infrastructure (loss of connectivity, application performance issues, system configurations, OS bugs, etc)
- Works in conjunction with IT support groups on issues affecting the production environment and assists in coordination of scheduling for software updates, special program runs or any other change to the normal production schedule
- Identify potential areas where policies and procedures require change and where new ones need to be developed, especially regarding future business
- Performs at or above the enterprise’s Information Technology Organization performance standards
- Troubleshoot advanced technical issues and customer concerns within assigned areas
- Identify and implement work efficiencies through process improvement techniques
- Build and maintain effective vendor/customer relations
- Meet with various IT support teams to review service metrics and discuss best practices
- Successfully manage multiple priorities
- Establish and moderate conference bridge calls for Severity 1 issues impacting incidents or upon request
- Communicate to Sr Operations and Client Services management on high impact problems
- Escalate to Team Lead or Manager in the event of insufficient support and follow-up
- Work in a team environment learning the responsibilities of Incident Management and peer level positions, participating in knowledge transfer and taking on additional tasks and responsibilities with a view toward advancement
- Meet or exceed departmental metrics as established over time
- Understand business processes and their use of technology
- Take every opportunity to learn new technology and advance in support knowledge
- Any other duties as assigned by management
Minimum Education and Experience:
- Bachelor’s degree in computer science or equivalent experience within area related to job function.
- Minimum of five years’ experience in the information technology field, at least three years in IM role
- PC troubleshooting experience
Knowledge, Skills and Abilities:
- Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint, Project)
- Thorough knowledge and experience with Windows 2000/2003 Active Directory domain administration
- Thorough knowledge of Windows basic principles, theories, and concepts
- Thorough knowledge of TCP/IP setup and tear down, OSPF, and BGP
- Working knowledge of Unix OS (preferably Solaris) and Microsoft OS troubleshooting experience
- Understanding of distributed application flow
- Knowledge and/or experience in call center operations and/or applications
- Knowledge of (CTI) in a call center environment (Avaya G3 preferred)
- Knowledge and/or experience with data communications devices (switches, hubs, routers, firewalls)
- Knowledge and/or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU and Intuity Audix voice mail systems)
- Experience with report creation applications (Crystal Reports, SQR, Oracle Reports)
- Experience with batch scheduling technology
Knowledge, Skills and Abilities: - High Capability of analytical skills
- Excellent written and verbal skills
- Excellent customer service skills
- Ability to work within a 24x7 support structure, holidays and rotating on-call duties
Application Process
- Click Apply Now
- Your application will be reviewed in 24-48 hours
- Receive a call for a Recruitment Interview
- Final Assessment/Interview
- Job Offer
What Do We Have To Offer?
- Competitive Salary Package (Basic Pay + Allowances)
- 20% Night Differential Pay (for certain roles)
- Paid Training
- Performance Incentives (for certain roles)
- Free HMO, including coverage for common-law partners.
- Life Insurance
- Flexible Work Arrangement for certain roles
- Sleeping Quarters Onsite
- Employee Engagement Events
To ensure your application will be prioritized, please be advised to apply on or before July 31, 2026.
Skills Required
- Bachelor's degree in computer science or equivalent experience
- Minimum of five years' experience in information technology, including at least three years in an Incident Management role
- PC troubleshooting experience
- Thorough knowledge of MS Office Suite (Word, Outlook, Excel, PowerPoint, Project)
- Experience with Windows 2000/2003 Active Directory domain administration
- Thorough knowledge of Windows OS principles and troubleshooting
- Knowledge of TCP/IP, OSPF, and BGP
- Working knowledge of Unix operating systems
- Familiarity with Solaris (preferred)
- Microsoft OS troubleshooting experience
- Understanding of distributed application flow
- Knowledge or experience in call center operations and applications
- Knowledge of CTI in a call center environment (Avaya G3 preferred)
- Knowledge or experience with data communications devices (switches, hubs, routers, firewalls)
- Knowledge or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU, Intuity Audix)
- Experience with report creation applications (Crystal Reports, SQR, Oracle Reports)
- Experience with batch scheduling technology
- High capability of analytical skills
- Excellent written and verbal communication skills
- Excellent customer service skills
- Ability to work within a 24x7 support structure, including holidays and rotating on-call duties
Alorica Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Alorica and has not been reviewed or approved by Alorica.
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Healthcare Strength — The careers site lists comprehensive healthcare and mental‑health programs as part of the core package, indicating broad medical coverage is available. Company and benefits pages also describe medical, dental, vision, EAP, and HSA/FSA options.
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Retirement Support — Retirement coverage including a 401(k) is part of the advertised benefits. References to retirement planning appear consistently across benefits descriptions.
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Wellbeing & Lifestyle Benefits — Wellbeing elements include tuition reimbursement, employee discounts, and mental‑health/EAP resources, alongside an employee‑led nonprofit (MLBA) that provides emergency grants and community support. These offerings add non‑salary value beyond core insurance.
Alorica Insights
What We Do
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone, through social media, and in-person. And from acquisition and sales to customer care and support, Alorica provides a host of world class services, including logistics and fulfillment. We’re proud to passionately serve clients as diverse as we are — automotive, financial services, healthcare, retail and tech companies, many in the Fortune 1000. We call the OC home, headquartered in Irvine, CA, with more than 100,000 employees in 100 locations across the globe. Intrigued? Join us. For these chosen few, we offer: - Opportunities for Growth - Sky’s the limit! Over 80% of our promotions are from within. - Great Locations - With global locations and the option to work remote, our offices are virtually everywhere. - Community Partners – Making an impact matters. That’s why we invest in communities. - Referral Bonuses – Because who doesn’t like a little extra dough in your pocket? - Tuition Reimbursement – So you can keep your options open and your future bright. Are you ready to unleash the possibilities
