Digital Services Operations Specialist

Job Summary

We are seeking a skilled and detail-oriented Digital Services Operations Specialist to support and maintain a variety of enterprise applications—including proprietary platforms and eCommerce solutions. In this role, you will manage daily operations, oversee change requests, support integrations, and ensure high performance and stability across systems. You'll collaborate with business stakeholders, technical teams, and third-party partners to resolve issues and deliver an optimal user experience. A strong background in application support, digital operations, and system configuration is essential.

Key Responsibilities

1. Platform Support & Configuration

• Ensure applications are properly configured to meet business requirements, including user types, workflows, and rules.
• Maintain accurate and up-to-date system configurations and documentation.
• Troubleshoot and resolve configuration issues in a timely and effective manner.

2. Operational Monitoring & Optimization

• Perform routine monitoring of system performance, uptime, and error logs.
• Work with IT and engineering teams to identify and implement improvements to stability and responsiveness.
• Track KPIs related to ticket volume, resolution time, and system reliability.

3. Change Request Execution

• Respond to business-submitted change requests—such as adding new roles, language support, or feature adjustments.
• Evaluate, implement, and test changes with minimal disruption to users.
• Ensure requests are properly documented and closed out in a timely manner.

4. Order & Transaction Management

• Monitor and support order and transaction flows in supported applications.
• Validate accuracy of data transfer, payment processing, and system triggers.

5. Incident Management & Issue Resolution

• Proactively monitor for operational issues such as broken features, incorrect data, or integration failures.
• Collaborate with IT to apply hotfixes, patches, or updates to maintain platform integrity.
• Take initiative to minimize downtime and user disruption.

6. Integration Oversight

• Monitor the health of integrations with third-party tools (e.g., payment gateways, CRM, analytics platforms).
• Investigate and resolve integration issues in collaboration with internal teams or external vendors.

7. Compliance & Security

• Ensure platform configurations and processes meet data security standards and compliance requirements.
• Monitor for potential vulnerabilities and assist in remediation efforts.

8. Continuous Improvement

• Identify inefficiencies in system workflows and recommend improvements.
• Propose automation opportunities and ways to reduce manual workload.

9. Documentation & Knowledge Sharing

• Maintain clear, up-to-date internal documentation and operational procedures.
• Share learnings and best practices across the global support team.

Key Skills and Attributes

• Strong organizational skills and ability to manage multiple concurrent tasks and tickets.
• Excellent communication and documentation skills.
• Analytical and problem-solving mindset.
• High attention to detail and a strong sense of accountability.
• Familiarity with support tools such as JIRA, Confluence, or similar platforms.
• Ability to triage and escalate P0 issues with urgency and clarity.
• Comfortable navigating third-party vendor relationships to resolve integration-related issues.
• Adaptability to support different systems and evolving business priorities.

Qualifications

• Bachelor's degree in Information Technology, Business Systems, or a related field—or equivalent practical experience.
• 5 years in a digital operations or support role, ideally supporting both proprietary and eCommerce platforms.
• Proficient in using ticketing systems like Jira.
• Experience supporting platforms with integrations to third-party systems such as payment processors, CMS, or CRMs.

Additional Notes

This is a globally collaborative role based in Manila, supporting team members across different time zones. Success in this position requires a proactive, solutions-oriented mindset with the ability to advocate for improvements and stay ahead of potential issues. The ideal candidate is not just reactive but takes ownership in driving support excellence and operational efficiency.