As a Technical & Business Operations Analyst, you will deliver L1 support across call, chat, and email channels in a 24/7 environment. You will handle incidents, monitor ServiceNow dashboards, and perform initial troubleshooting to ensure smooth operations in a global, high-pressure setting.
What You’ll Do and How You’ll Succeed
- Support client users through call, chat, and email channels.
- Assist in technical calls for escalated issues to ensure timely resolution.
- Monitor ServiceNow dashboards to route and prioritise incident and service request tickets accurately.
- Perform initial troubleshooting for desktop, application, and access issues.
- Test enhancements made to applications used by the Service Desk.
- Gather requirements specific to L1 support for new projects and onboarded applications.
- Create and update L1 knowledge articles to support operational readiness.
We’d Love to Hear From You If…
Experience
- You have at least 3 years of relevant industry experience.
- You have experience supporting global operations across multiple time zones.
Technical Expertise
- You have hands-on technical knowledge and domain expertise in incident handling.
- You are familiar with ServiceNow monitoring and ticket management.
Ways of Working
- You communicate effectively and respond quickly to customer queries.
- You can manage 24/7 shifts and work flexibly under pressure.
- You are production-oriented, sensitive to operational requirements, and able to work in ambiguous situations.
- You pay strong attention to detail and can manage multiple tasks simultaneously.
Assignment Details
- Employment Type: Contract
- Location: Ortigas
- Work Setup: Hybrid