Technology Operations Support Coordinator (Day/Midshift)

Allegis Group Services, Inc.; Manila; Hybrid; PHP 391,000 - 725,000; Full time

Job summary

Allegis Group Services, Inc. in Manila is seeking a Technology Operations Support Coordinator (Day/Midshift) to serve as the first line of execution for global technology operations.

You will manage Salesforce incidents, tickets, SLA monitoring, and knowledge base updates while building foundational knowledge of AGS-supported technologies and client processes. The role emphasizes collaboration with analysts and cross-functional teams, timely ticket handling, documentation, and ongoing process

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• Experience in technology support, service desk operations or ticket management preferred.
• Experience supporting enterprise applications such as Salesforce, Beeline, Fieldglass, IQ Navigator, SharePoint, VNDLY, Flextrack, Simplify or similar.

Responsibilities

• Manage assigned inquiry, incident, defect, and low-complexity service request tickets through Salesforce, including intake, triage, monitoring, updates, and closure.
• Review incoming tickets for scope, gather information, maintain accurate categorization and clear case notes.
• Troubleshoot technology issues in the VMS and escalate complex items to Analysts or partners as needed.
• Monitor queues, SLA timelines, response targets, and aging cases to ensure timely resolution.
• Maintain and improve support documentation and knowledge base content for recurring issues.
• Support VMS access provisioning, data uploads, and initial testing activities as needed.
• Participate in PMO Strategy calls, Tech Champion sessions, and client discussions to clarify requirements.

Skills

Technology support

Ticket management

Customer focus

Problem-solving

Communication

Education

Bachelor’s degree or equivalent work experience

Tools

Salesforce

Beeline

Fieldglass

IQ Navigator

SharePoint

VNDLY

Flextrack

Simplify

Job description

Technology Operations Support Coordinator (Day/Midshift)

• Full-time

Working at Allegis Global Solutions (AGS) is more than just a job. It’s a career. It’s a community of people who invest in your development and empower you to blaze your own trail. Each of us is here to create real, measurable impact that moves needles. We operate beyond "roles" or "jobs" to realize the opportunity to make meaningful contributions to a bigger idea. Because we believe that when you build a workforce that’s designed to harness human enterprise, you design a workforce that’s built for impact.

At AGS, we help companies all over the world transform their people into a competitive advantage. It’s not about filling seats. It’s about designing workforces to meet missions and unleash the most transformative power in business today: The power of human enterprise.

With services around the globe, we have a point of view on the future of work that enables us to be a transformative partner in the way work gets done for our clients’ organizations. Meeting clients where they are, we design a plan and guide them along a transformational journey, applying bold actions and diverse minds to solve the most complex challenges – from permanent and extended workforce management to services procurement, consulting, direct sourcing and our Universal Workforce Model™.

We also represent over 100 countries and speak dozens of languages. So as you’re building relationships and doing your job, you’ll be exposed to other cultures and advancement opportunities while expanding your knowledge of global markets and strategies.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.

The Technology Operations Support Coordinator serves as the first layer of execution and triage within global Technology Operations delivery. This role supports AGS programs by managing VMS technology incidents, defects, service requests, SLA monitoring, documentation, troubleshooting, stakeholder coordination, and Salesforce case management while building foundational knowledge of AGS-supported technologies and client processes.

Responsibilities

• Manage assigned inquiry, incident, defect, and low-complexity service request tickets through Salesforce, including intake, triage, monitoring, timely updates, and resolution follow-through.
• Review incoming tickets, validate scope, gather required information and attachments, maintain accurate categorization, and ensure clear case notes, next steps, and closure documentation.
• Research and troubleshoot technology issues in the VMS using standard processes, documentation, and knowledge resources before escalating complex or configuration-heavy items to Analysts, Senior Analysts, Technology CoE, or VMS partners.
• Monitor assigned queues, SLA timelines, response targets, and aging cases to support timely resolution, operational consistency, and continuous improvement reporting.
• Maintain and improve support documentation, including Quick Reference Guides, knowledge articles, troubleshooting steps, and Salesforce Knowledge Base content for recurring issues and standard processes.
• Supports VMS access provisioning, simple data uploads, administrative technology activities, and initial testing activities as needed.
• Participate in PMO Strategy calls, Tech Champion sessions, and client/internal alignment discussions to clarify requirements and understand specific program nuances.
• Responsible for VMS outage communications to support issue progression and ensure stakeholder alignment.
• Collaborate with Analysts, Senior Analysts, Team Leads, Managers, VMS partners, and global matrixed team members to keep tickets moving, reduce bottlenecks, and support consistent service delivery.

Qualifications

• Bachelor’s degree or equivalent work experience preferred; MSP experience preferred.
• Experience in technology support, software administration, service desk operations, ticket management, or related support functions preferred.
• Experience supporting enterprise applications such as Salesforce, Beeline, Fieldglass, IQ Navigator, SharePoint, VNDLY, Flextrack, Simplify, or similar platforms preferred.
• Strong customer focus with a commitment to responsive, professional, accurate, and high-quality support.
• Action-oriented with the ability to take ownership, prioritize competing demands, meet deadlines, and work effectively in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving skills with demonstrated resourcefulness in researching solutions and navigating ambiguity.
• Effective collaboration and stakeholder management skills, with the ability to balance stakeholder needs while following established processes, controls, and operational priorities.
• Nimble learner who quickly comprehends new technologies, client processes, business requirements, and evolving operational needs.
• Adaptable in managing changing priorities, high ticket volumes, service interruptions, and a constantly evolving technology environment.
• Strong communication, organization, documentation, attention to detail, sound judgment, and ability to work independently or within global, cross-functional, and matrixed teams.
• Proficient in Microsoft Office and comfortable learning multiple technology platforms and support tools.
• Amenable to APAC or India shift schedules and hybrid work arrangements, with the office based in Ortigas.

As a workplace, we focus on relationships – with each other, our clients and our candidates – in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity – diverse perspectives, backgrounds and ideas drive innovation and make us successful.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.

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