Technology Operations Support Coordinator (Nightshift)

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

Your Role

Here’s what you will be doing:

• Work closely with AGS Technology Analysts and Program Management Offices (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 case tickets via Salesforce.com.
• 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.

About You

The company is looking for candidates with:

• Bachelor’s Degree or equivalent experience preferred.
• Experience with Managed Service Providers (MSP) is a plus.
• Familiarity with technologies used in AGS VMS engagements such as Beeline, Fieldglass, IQ Navigator, Salesforce, and SharePoint.
• Strong customer service experience.
• Previous software administration and support experience preferred.
• Proficiency in Microsoft Office products.
• Ability to multitask in a fast-paced environment.
• Capability to follow and influence processes and ensure adherence by other teams.
• Ability to meet deadlines, prioritize high volumes of tasks, and troubleshoot technology issues.
• Great attention to detail with strong conceptual, analytical, and problem-solving skills.
• Excellent organizational skills.
• Good interpersonal skills with effective communication across teams.
• Ability to work independently and as part of a team.
• Average PC skills, excellent written and verbal communication skills, and proven customer service skills.
• Willingness to work APAC or India shift and a temporary hybrid work setup (office based in Ortigas area).
• Ability to adapt quickly and flexibility in a constantly evolving field.