Operations Support Analyst (Fresh Grad Encourage to Apply)

B2BE GSS Sdn Bhd; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

B2BE GSS Sdn Bhd in Manila, Philippines seeks an Operations Support Analyst. The role provides day-to-day operational support for global systems and networks, monitors performance, and supports 24/7 production environments.

The successful candidate will have an IT-related degree, up to 3 years of experience, and solid knowledge of networking, server administration, and file transfer protocols. Excellent problem solving and English communication are essential.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
• 1–3 years’ experience in IT operations, network/systems monitoring, or technical support in SaaS/managed services.
• Networking fundamentals and file transfer protocols (AS2, FTP/SFTP, HTTPS).
• Server/infrastructure administration (Windows/Linux), DNS, and MySQL basics.
• Strong analytical and troubleshooting skills under pressure; clear English communication.
• Willingness to work rotating shifts and on-call for a 24/7 environment.
• Preferred: ITIL Foundation or equivalent incident/change management exposure.

Responsibilities

• Perform day-to-day system monitoring, incidents management, systems reporting and escalation.
• Evaluate information from system alerts and escalate unresolved issues to higher tiers.
• Ensure 99.9% system availability to meet SLA commitments.
• Install and configure B2Be proprietary software for customer connectivity.
• Manage customer notifications and provide updates during service interruptions.
• Assist Team Leader with first level support and knowledge management.
• Setup and enhance system monitoring tools and dashboards.
• Log, track, and resolve tickets within the internal SLA targets.
• Review logs to diagnose stuck files and connectivity issues.

Skills

IT operations

Network monitoring

SaaS environments

English communication

Rotating shifts

Education

Bachelor's degree or equivalent

Tools

AS2

FTP/SFTP

HTTPS

Windows/Linux

DNS basics

MySQL basics

Job description

Operations Support Analyst (Fresh Grad Encourage to Apply)

The purpose of the Operations Support Analyst's role is to provide day-to-day operational support to the B2BE Global Systems and Network and B2BE Global Offices ICT to ensure internal and external SLA of 99.9% system availability are achieved.

Further to this the Operations Support Analysts will pro-actively monitor and support the B2BE global communication networks, production servers and global business applications, facilitate system health checks, provide analysis to enhance and improve performance and maintain the B2BE change management processes.

This role also provides 2nd level escalation support for connectivity, stuck file, and network configuration issues raised by the 1st level Customer Service Support team (GCSSS), and works closely with other internal teams on cross-functional platform issues.

DIMENSIONS:

The role will be based Manila, Philippines but will have a global focus in providing quality service to our customers and support to our hosted production and corporate systems and networks as well as working with other B2BE teams.

This role operates on a rotating shift and on-call basis to support global production environments outside standard Philippine business hours, given the 24/7 nature of platform monitoring.

OBJECTIVE OF ROLE:

Ensure all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability.

Provide regular feedback to the Operations Support Team leader regarding the change management and incident management processes and proactively recommend measures and solutions to eliminate the re-occurrence of problems and issues across the B2BE network and systems environment.

Develop and maintain proper documentation for GPSSS Operations Support Knowledge Base and Knowledge Tree.

Manage the change management requirements within the B2BE system environment and challenge the requirement if doubt.

RESPONSIBILITIES

include but are not limited to:

Performing day to day system monitoring, incidents management, systems reporting and issues escalation.

Evaluating information relating to issues generated from systems alerting or escalation from other support teams. Analyse and resolve the issues and where resolution is not possible elevate to higher tier support teams.

Ensuring all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability.

Installing and configuring B2Be propriety software for customer’s connectivity as per internal change requests.

Manage customer notifications regarding any service interruptions and provide regular updates until the services resumption as per SLA’s.

Assisting the Operations Support Team Leader to provide first level support on

Regularly setup, manage and enhance system monitoring tools.

• Logging, tracking, and resolving support tickets within the agreed ticketing system in line with internal SLA response and resolution targets.
• Reviewing and analysing connection/trace logs to diagnose stuck files, failed connection transmissions, and connectivity configuration issues.

QUALIFICATIONS & SKILLS REQUIRED

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 1–3 years' experience in IT operations, network/systems monitoring, or a technical support role, ideally within an EDI, managed services, or SaaS environment.
• Working knowledge of networking fundamentals and file transfer protocols (AS2, FTP/SFTP, HTTPS).
• Familiarity with server/infrastructure administration (Windows/Linux), DNS, and database basics (MySQL).
• Strong analytical and troubleshooting skills, with the ability to work under pressure.
• Clear written and verbal English communication skills for troubleshoot engagement and cross-team escalation.
• Willingness to work rotating shifts and on-call coverage to support a 24/7 production environment.

Preferred (not required): ITIL Foundation certification or equivalent incident/change management exposure.

Your application will include the following questions:

• Which of the following statements best describes your right to work in the Philippines?
• What's your expected monthly basic salary?
• How many years' experience do you have as an Operations Support Analyst?
• Which of the following types of qualifications do you have?
• Do you have experience using Linux Servers?
• Are you available to work on a rotating roster?

Company Overview

B2BE is an international organisation that helps businesses be more efficient and profitable through the deployment of business-to-business e-Solutions.

B2BE's team of e-solution specialists have a proven track record in a wide range of industries. Our consultants have extensive experience of successful collaborations with customers, intermediaries and third party providers.

B2BE’s range of products and solutions are developed to provide flexibility and adaptability, allowing each solution to be customised to any environment or process.

History

B2BE, was established in 1998, transmitting trade partners’ electronic documents over the Internet. B2BE now handle millions of document transactions every month and have developed many complimentary products including: BPO, SaaS supply chain collaboration tools, Web Portals and automated Three Way Matching.

B2BE develop and manage their own solutions rather than reselling third parties solutions.

Offices

The B2BE Group of Companies has offices in Australia, Canada, China, France, Hong Kong, India, Italy, Malaysia, Netherlands, New Zealand, Philippines Singapore, Switzerland, UK, US and Vietnam. Globally, B2BE employs more than 180 people.