Technical & Business Operations Analyst (L1 Support)

As a Technical & Business Operations Analyst, you will deliver L1 support across call, chat, and email channels in a 24/7 environment. You will handle incidents, monitor ServiceNow dashboards, and perform initial troubleshooting to ensure smooth operations in a global, high-pressure setting.

What You'll Do and How You'll Succeed

• Support client users through call, chat, and email channels.
• Assist in technical calls for escalated issues to ensure timely resolution.
• Monitor ServiceNow dashboards to route and prioritise incident and service request tickets accurately.
• Perform initial troubleshooting for desktop, application, and access issues.
• Test enhancements made to applications used by the Service Desk.
• Gather requirements specific to L1 support for new projects and onboarded applications.
• Create and update L1 knowledge articles to support operational readiness.

We'd Love to Hear From You If

Experience

• You have at least 3 years of relevant industry experience.
• You have experience supporting global operations across multiple time zones.

Technical Expertise

• You have hands-on technical knowledge and domain expertise in incident handling.
• You are familiar with ServiceNow monitoring and ticket management.

Ways of Working

• You communicate effectively and respond quickly to customer queries.
• You can manage 24/7 shifts and work flexibly under pressure.
• You are production-oriented, sensitive to operational requirements, and able to work in ambiguous situations.
• You pay strong attention to detail and can manage multiple tasks simultaneously.

Assignment Details

• Employment Type: Contract
• Location: Ortigas
• Work Setup: Hybrid