Operations Support Analyst

Operations Support Analyst (Makati) – Job Description

The Operations Support Analyst role is responsible for supporting back-office, contract fulfilment and administrative tasks for all B2B customers globally (i.e., access to systems, tools, and products), ensuring appropriate rights and permissions are granted to customers as stated in their contracts' terms and conditions.

Responsibilities:

• Process and complete contract fulfilment requests for corporate, education, syndication, agency and channel clients
• Ensure clients have access to the correct systems, content, and tools as stated in their contracts
• Maintain strict operating standards, accurate data management, and client confidentiality
• Escalate complex fulfilment and access issues
• Provide operational and status reports to the Operations Support Team Leader/Manager on request
• Prepare, analyse, and complete processes and/or operational reports for internal clients or agencies
• Conduct data and process investigations regarding fulfilment and client accounts concerns as directed
• Deliver ad hoc fulfilment and back-office project requests with managed expectations and prioritisation
• Communicate with internal facing teams for fulfilment and access issues
• Respond to agency and internal client queries in a timely manner with complete, accurate responses
• Provide clear information and/or instructions to internal clients, agencies and agency customers
• Maintain professional interactions with internal clients and agency customers
• Monitor, manage and distribute cases in the HUB queue to appropriate teams
• Follow up on orders and renewals; identify and escalate cross-client or widespread issues
• Submit daily and weekly productivity and KPI reports in Salesforce
• Assist on long and short term projects from marketing and finance teams with regular progress updates

Core Competencies:

• Attention to Detail
• Collaboration
• Adaptability
• Communication

What’s in it for you? Benefits vary by location and include generous annual leave, flexible working, health coverage, and retirement plans. Full details available via the company benefits page.

Further Information:

• We are an equal opportunities employer and will consider requests for flexibility where possible.
• Contact our HR team for adjustments during the application process if needed.

Location: Makati, Metro Manila | Employment Type: Regular

Field Operations Support Analyst

Role Overview:

• Identifies, investigates, and resolves user problems related to the proprietary application set by the company
• Handles field support communications (calls, chat, email) regarding coverage application connectivity and data concerns
• Guides users through diagnostic and troubleshooting processes
• Resolves technical issues in a timely manner using company resources
• Generates regular and special coverage reports for top management and marketing
• Performs data management (filtering, data scrubbing, merging) using Microsoft SQL
• Interprets data to support business directions
• Assists in systems implementation/integration

Required Qualifications:

• Bachelors in Information Technology, Computer Science or related fields
• 6 months to 1 year relevant experience
• Excellent verbal and written communication; strong interpersonal skills
• Strong technical skills: SQL, Data & Analytics, MS Office
• Analytical with attention to detail and accuracy
• Experience analyzing large datasets

Location: Mandaluyong City, Metro Manila | Employment Type: Regular

Cloud Operations Support Analyst

Role Summary:

We are seeking a Cloud Operations Support Analyst to join a Manila-based team supporting Azure/AWS/OCI environments with 24x7 coverage. Responsibilities include patching, deployment, and ongoing support for cloud applications across global teams; 8-hour revolving shifts; and participating in incident management and knowledge development in ServiceNow.

Key Responsibilities (emphasis text removed ):

• Provide patching, deployment and pre/post support for software releases
• Provide L1-L3 cloud maintenance support for AWS/OCI/Azure
• Manage incidents within the shift; escalate as needed
• Root cause analysis and customer communication with Team Leader support
• Develop ServiceNow knowledge and incident reporting capabilities
• Build product/process knowledge to meet client expectations
• Adhere to SLA and shift patterns; provide backup support as needed
• Produce regular performance reports and participate in continuous improvement initiatives

Qualifications:

• Strong server patching process understanding; multi-platform VMware, Linux and Windows server experience
• Networking, storage and system integration skills
• Experience in cloud technologies
• Excellent communication and organization; business English proficiency
• Experience handling multiple client problems daily; effective remote communication
• ServiceNow experience; MS Office proficiency
• Ability to work across time zones and rotating shifts
• Problem-solving and proactive troubleshooting skills; PowerShell scripting skills beneficial
• ITIL knowledge and cloud computing interest and certifications are a plus

Location: Manila, Philippines | Employment Type: Full time

Other roles include HR Core Operations and various Citi operations roles with similar structure and qualifications; please review the above sections for role-specific details and requirements.

Equal Opportunity Employer: Citi is committed to equal employment opportunity and does not discriminate on any protected basis. Reasonable accommodations available on request.