Incident Analyst, Trust

5 months ago

Singapur, Singapore TikTok Full time

About the team

The Incident Management (IM) organisation aims to ensure the safety of our users on the platform by responding to varying levels of escalations. The Incident Analyst (IA) team which is a sub-pillar team under IM takes on a two-pronged approach to ensure the platform is safe for consumption by not only reacting to emergent situations but also taking a proactive stance on investigation-related matters. The team acts as a vital bridge between teams, coordinating and managing unexpected risks and ensuring internal escalations are handled accordingly. Responsibilities- You will reconcile escalations by responding to and resolving diverse content safety risks and closing the loop with relevant investigations for those incidents; At times, be flexible with global working hours and operating on certain weekends- You will improve emergency response mechanisms while monitoring the reactive speed and quality to ensure better implementation of emergent action plans;- You will exercise strong multitasking ability to manage competing priorities seamlessly across teams- You will master various back-end data systems to ensure safety issues are handled effectively;- You will summarize and compile analytical, retrospective, or data-type investigation-related reports;- You will participate in projects to proactively improve the quality of back-end systems and processes;- You will collaborate with global cross-functional teams to respond to issues, and communicate with relevant stakeholders.

Minimum Qualifications- You come with a Bachelor's degree and a minimum of two-year work experience, preferably in internet content safety and/or risk management;- You have the ability to work effectively under high pressure, with strong interpersonal and communication skills to engage with different teams;- You possess an aptitude for numbers and quantitative skills, with knowledge of social media content and sensitivity to safety issues;- You pay good attention to detail, are a self-starter with a positive attitude;- You are fluent in speaking/reading/writing English. Preferred Qualifications- You have previous experience working in a Trust & Safety environment or risk management would be advantageous;- SQL/Python/Data analytical skills will be preferred;- You're passionate about helping the user community. Trust & Safety recognises that keeping our platform safe for TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.

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