Tech Ops Support & Incident Hub (Hybrid)

Uc Bcf; Pasig; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Uc Bcf is seeking a Technology Operations Associate to support AGS program management and PMO teams from Ortigas. You will document, monitor, and escalate technology incidents and service requests in Salesforce, provision software licenses, and track SLAs.

You will collaborate with AGS analysts, triage tickets, maintain operations docs, coordinate VMS outages, and help with basic troubleshooting. A bachelor's degree and strong customer service are required; flexibility for APAC/India shifts and

Qualifications

• Bachelor’s Degree or equivalent experience preferred.
• Experience with Managed Service Providers (MSP) is a plus.
• Familiarity with Beeline, Fieldglass, IQ Navigator, Salesforce and SharePoint used in AGS VMS engagements.
• Strong customer service experience and software administration/support background.

Responsibilities

• Work closely with AGS Technology Analysts and PMO teams to support day-to-day program activities.
• Support provisioning for ACUMEN IWP products.
• Provide superior customer service and timely record keeping of technology-related incidents and service requests.
• Serve as a central point of contact for AGS Technology teams.
• Document, submit, and monitor inquiry, incident, and low complexity service request tickets via Salesforce.
• Grant software licenses for internal technologies and track access requests.
• Ensure all relevant information and attachments are received before escalation.
• Track new technology issues, updates, and resolutions through Salesforce.
• Triages tickets before reassigning to Tech Ops Analysts and Tech CoE.
• Create, update, and maintain AGS Technology Operations support documentation.
• Capture and report on technology SLAs and other metrics for continuous improvement.
• Assist Technology Analysts with basic questions on functionality and configuration of technologies used by the PMO.
• Research and conduct basic troubleshooting on technology incidents and service requests prior to escalation.
• Perform initial testing and quality assurance activities on technology incidents and service requests as needed.
• Coordinate VMS outages globally.

Skills

Customer service

Multitasking

Communication

Attention to detail

Problem solving

Teamwork

Independent work

Education

Bachelor’s Degree or equivalent experience

Tools

Salesforce

Beeline

Fieldglass

IQ Navigator

SharePoint

MS Office

Job description

Uc Bcf is seeking a Technology Operations Associate to support AGS program management and PMO teams from Ortigas. You will document, monitor, and escalate technology incidents and service requests in Salesforce, provision software licenses, and track SLAs.

You will collaborate with AGS analysts, triage tickets, maintain operations docs, coordinate VMS outages, and help with basic troubleshooting. A bachelor's degree and strong customer service are required; flexibility for APAC/India shifts and