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Technical Operations Specialist

2 weeks ago

Makati City, National Capital Region, Philippines beBeeExpert Full time ₱601 - ₱804
Job Opportunity: Operations Support Expert

We are seeking a skilled Operations Support Expert to join our team. As an integral part of our organization, you will be responsible for performing 2nd level troubleshooting of trouble tickets for outages and quality issues.

Key Responsibilities:
  • Serve as the primary point of contact for high-severity and escalated incidents related to IT and Mobile Services.
  • Ensure accurate and timely handling of incidents, including proper classification, routing, and resolution.
  • Collaborate with internal teams and vendors to facilitate the resolution of incidents and service requests.
  • Monitor and track escalated incidents and service requests, ensuring quality resolution within Service Level Agreements (SLAs).
  • Perform Diagnosis, Investigation, and Troubleshooting (DI&T) for system-related and mobile service incidents.
  • Elevate concerns to appropriate support teams if issues cannot be resolved.
  • Drive resolution of complex incidents, leveraging internal expertise and technical resources.
  • Participate in Post-Mortem and Change Advisory Board (CAB) meetings to review incident trends and suggest improvements.
  • Prepare and release Incident Reports, Service Performance, and Assessment Reports on a regular basis.
Requirements:
  • Minimum 4-5 years of experience in Technical Support, Systems Administration, Database Administration, or Engineering.
  • Background in Consulting, Telecom, or IT Industry.
  • Experience with ITSM processes, including Incident Management, Change Management, and Problem Management.
  • Ability to work in a 24x7 environment, with flexible hours and on-call duties.
  • Knowledge of ITIL is highly desirable but not mandatory.