Service Operations Analyst (BAU & SLA Focus)

Rimes; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Rimes in Manila is seeking an Associate Analyst to support Benchmark and Index client service delivery, ensuring deliverables meet SLA requirements and team goals. You will handle day-to-day tasks, monitor timeliness, and collaborate with cross-functional teams to drive process improvements.

The role emphasizes clear communication, documentation, and incident tracking, with mentorship from senior teammates and opportunities to contribute to roadmap initiatives.

Qualifications

• Ability to follow structured processes for SLA updates and incident management.
• Understand the logic behind product settings and replicate verification steps.

Responsibilities

• Perform BAU activities with strong familiarity and adherence to existing protocols for Query and Exception Management.
• Apply standard workflows to independently resolve simple queries.
• Understand the logic behind product settings and verify steps to identify and resolve failures.
• Monitor alert timelines and accurately capture delay delivery.
• Maintain consistent quality in task execution, aligned with BAU expectations.
• Provide timely updates for SLA-bound client requests.
• Collaborate with cross-functional teams to support project execution and improvements.
• Communicate incident details clearly and support root-cause discussions.

Skills

Communication

Attention to detail

Teamwork

Cross-functional collaboration

Tools

JIRA

Excel

Job description

Rimes in Manila is seeking an Associate Analyst to support Benchmark and Index client service delivery, ensuring deliverables meet SLA requirements and team goals. You will handle day-to-day tasks, monitor timeliness, and collaborate with cross-functional teams to drive process improvements.

The role emphasizes clear communication, documentation, and incident tracking, with mentorship from senior teammates and opportunities to contribute to roadmap initiatives.