Technology Operations Support Coordinator (Day/Midshift)

Allegis Global Solutions (Philippines) Corporation; Pasig; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Hybrid work arrangement

Office in Ortigas

Job summary

Allegis Global Solutions (AGS) is hiring a Technology Operations Support Coordinator to join our Ortigas-based team. You will be the first layer of execution for global technology operations, handling incidents, requests, and SLA monitoring while building knowledge of AGS-supported technologies and client processes.

You will work with cross-functional teams to triage issues, document resolutions, and improve knowledge resources.

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• Experience in technology support, service desk operations, or related 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 commitment to high-quality support.
• Ability to take ownership, prioritize, meet deadlines in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving skills.
• Effective collaboration and stakeholder management in a global, matrixed team.
• Nimble learner who adapts to changing technologies and processes.

Responsibilities

• Manage tickets in Salesforce, including intake, triage, monitoring, updates, and resolution follow-through.
• Review tickets, validate scope, gather information, maintain clear case notes and closure documentation.
• Troubleshoot technology issues in VMS using standard processes and knowledge resources.
• Monitor queues, SLA timelines, and aging cases to ensure timely resolution.
• Maintain and improve support documentation and knowledge base content.
• Assist with VMS access provisioning, data uploads, and basic testing activities.
• Participate in PMO Strategy calls and client alignment discussions to clarify requirements.
• Coordinate with Analysts, Team Leads, and partners to keep tickets moving and reduce bottlenecks.
• Communicate VMS outage updates to stakeholders and ensure progression of issues.

Skills

Customer focus

Analytical thinking

Troubleshooting

Communication

Collaboration

MS Office

Learner

Prioritization

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Beeline

Fieldglass

IQ Navigator

SharePoint

VNDLY

Flextrack

Simplify

Job description

Company Description

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.

Job Description

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 managingVMStechnology incidents, defects, service requests, SLA monitoring, documentation, troubleshooting, stakeholder coordination, and Salesforce casemanagementwhile 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 issuesin the VMSusing standard processes, documentation, and knowledge resources before escalating complex or configuration-heavy items to Analysts, Senior Analysts, TechnologyCoE, 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 VMSaccessprovisioning, simple data uploads, administrative technology activities,andinitial testing activities as needed.
• Participate in PMO Strategycalls, Tech Champion sessions,and,client/internal alignment discussionsto clarify requirementsand understand specific program nuances
• Responsible forVMS outage communicationstosupport issue progressionand 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 quicklycomprehendsnew 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.

Additional Information

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.