Technology Operations Support Coordinator (DayMidshift)

The Technology Operations Support Coordinator serves as the first layer of execution and triage within global Technology Operations delivery. This role supports AGS programs by managing VMS technology incidents defects service requests SLA monitoring documentation troubleshooting stakeholder coordination and Salesforce case management while building foundational knowledge of AGS-supported technologies and client processes.

Responsibilities

• Manage assigned inquiry incident defect and low-complexity service request tickets through Salesforce including intake triage monitoring timely updates and resolution follow-through. 
• Review incoming tickets validate scope gather required information and attachments maintain accurate categorization and ensure clear case notes next steps and closure documentation. 
• Research and troubleshoot technology issues in the VMS using standard processes documentation and knowledge resources before escalating complex or configuration-heavy items to Analysts Senior Analysts Technology CoE or VMS partners. 
• Monitor assigned queues SLA timelines response targets and aging cases to support timely resolution operational consistency and continuous improvement reporting. 
• Maintain and improve support documentation including Quick Reference Guides knowledge articles troubleshooting steps and Salesforce Knowledge Base content for recurring issues and standard processes. 
• Supports VMS access provisioning simple data uploads administrative technology activities and initial testing activities as needed. 
• Participate in PMO Strategy calls Tech Champion sessions and client/internal alignment discussions to clarify requirements and understand specific program nuances 
• Responsible for VMS outage communications to support issue progression and ensure stakeholder alignment. 
• Collaborate with Analysts Senior Analysts Team Leads Managers VMS partners and global matrixed team members to keep tickets moving reduce bottlenecks and support consistent service delivery.

Qualifications :

• Bachelors degree or equivalent work experience preferred; MSP experience preferred. 
• Experience in technology support software administration service desk operations ticket management or related support functions preferred. 
• Experience supporting enterprise applications such as Salesforce Beeline Fieldglass IQ Navigator SharePoint VNDLY Flextrack Simplify or similar platforms preferred. 
• Strong customer focus with a commitment to responsive professional accurate and high-quality support. 
• Action-oriented with the ability to take ownership prioritize competing demands meet deadlines and work effectively in a fast-paced environment. 
• Strong analytical troubleshooting and problem-solving skills with demonstrated resourcefulness in researching solutions and navigating ambiguity. 
• Effective collaboration and stakeholder management skills with the ability to balance stakeholder needs while following established processes controls and operational priorities. 
• Nimble learner who quickly comprehends new technologies client processes business requirements and evolving operational needs. 
• Adaptable in managing changing priorities high ticket volumes service interruptions and a constantly evolving technology environment. 
• Strong communication organization documentation attention to detail sound judgment and ability to work independently or within global cross-functional and matrixed teams. 
• Proficient in Microsoft Office and comfortable learning multiple technology platforms and support tools. 
• Amenable to APAC or India shift schedules and hybrid work arrangements with the office based in Ortigas.

Additional Information :

As a workplace we focus on relationships with each other our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives backgrounds and ideas drive innovation and make us successful.

See what its like to work at AGS by searching #LifeAtAGS on any social network.

Remote Work :

No

Employment Type :

Full-time