L1/L2 Operations Specialists

The Operations Specialist is responsible for assisting and coordinating with the Operations Manager of the business. Monitors business operational activities and contributes to the effective production of products and/or provision of services. This position supervises day-to-day activities to ensure efficient service that meets the expectations and needs of customers and clients/partners.

Location: YONDU HQ

Status: For Pooling

# of Positions Available: 1

Job Description
  • Directly collaborates with the Operations Manager regarding daily business operational activities.
  • Manage, organize and proactively follow up on client support tickets (questions, issues, bugs) through the use of Redmine.
  • Identify client pain points and communicate client feedback to the engineering, product, and business development teams. Analyze support tickets to spot trends the product team can use in the future.
  • Communicates bug fixes and trends back to the engineering and product teams; ability to connect the dots and identify major issues. Works with the product team to develop a new feature based on feedback from customers.
  • Tests new software functionality & assists the quality assurance process.
  • Conducts regular technical and business quality checks of the products and services of the business.
  • Liaise between customers and other teams within the business to ensure smooth operations delivery.
  • Ensures all business documents are filed and archived properly for future business reference.
  • Oversees and assists in the delivery of tangible requirements (i.e. marketing collaterals, hardware) from the different teams of the business to external stakeholders.
  • Coordinates and maintain strong relations with other business units or departments within the organization (i.e. Finance, Admin, IT)
  • Collaborates with the Product, Tech, Sales, and Marketing members for alignment on products and services operational plans.
  • Other job-related activities that may be assigned from time to time.
Job Qualifications/Requirements
  • Education –  At least graduate with a Bachelor’s Degree of Computer Science/Engineering (Computer/Telecommunication)/Information Technology/Management Information System or any related course.
  • ITIL Certification is a plus.
  • Related Work Experience – At least 4 years of experience in a technical development and support team
    • Experience maintaining and managing cloud-based solutions
    • Exposure to various enterprise/consumer products/services/solutions and the technology behind them.
    • Mobile product/service development experience is a plus
  • Knowledge – Knowledgeable  in the following:
    • Operations Management
    • Resource Management
    • Conflict Management
    • Business Negotiation 
  • Skills:
    • Must have sound problem resolution, judgment, and decision-making.
    • Must have above average communication/presentation skills
    • Must have strong interpersonal and organizational skills
    • Must be Results-oriented, proactive with good interpersonal skills
    • Must have the ability to manage multiple partners/vendors
    • Must have creativity and resourcefulness.
    • Takes ownership and drives accountability.
    • Tech-savvy with attention to detail
    • Ability to work with minimum supervision and able to guide new team members.
    • Must be adept to work in a fast-paced environment with tight SLAs.