Operations Support Analyst (Fresh Grad Encourage to Apply)

ROLE’S PURPOSE:

The purpose of the Operations Support Analyst's role is to provide day-to-day operational support to the B2BE Global Systems and Network and B2BE Global Offices ICT to ensure internal and external SLA of 99.9% system availability are achieved.

Further to this the Operations Support Analysts will pro-actively monitor and support the B2BE global communication networks, production servers and global business applications, facilitate system health checks, provide analysis to enhance and improve performance and maintain the B2BE change management processes.

This role also provides 2nd level escalation support for connectivity, stuck file, and network configuration issues raised by the 1st level Customer Service Support team (GCSSS), and works closely with other internal teams on cross-functional platform issues.

DIMENSIONS:

The role will be based Manila, Philippines but will have a global focus in providing quality service to our customers and support to our hosted production and corporate systems and networks as well as working with other B2BE teams.

This role operates on a rotating shift and on-call basis to support global production environments outside standard Philippine business hours, given the 24/7 nature of platform monitoring.

OBJECTIVE OF ROLE:

• Ensure all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability.
• Provide regular feedback to the Operations Support Team leader regarding the change management and incident management processes and proactively recommend measures and solutions to eliminate the re-occurrence of problems and issues across the B2BE network and systems environment.
• Develop and maintain proper documentation for GPSSS Operations Support Knowledge Base and Knowledge Tree.
• Manage the change management requirements within the B2BE system environment and challenge the requirement if doubt.

RESPONSIBILITIES include but are not limited to:

• Performing day to day system monitoring, incidents management, systems reporting and issues escalation.

• Evaluating information relating to issues generated from systems alerting or escalation from other support teams. Analyse and resolve the issues and where resolution is not possible escalate to higher tier support teams.

• Ensuring all Service Level Agreements with customers (internal and external) are met and maintained to ensure 99.9% system availability.

• Installing and configuring B2Be propriety software for customer’s connectivity as per internal change requests.

• Manage customer notifications regarding any service interruptions and provide regular updates until the services resumption as per SLA’s.

• Assisting the Operations Support Team Leader to provide first level support on

  • Infrastructure servers: AD, Web, DNS, FTP, MySQL, Secure FTP, SSH, etc.;
  • Regularly setup, manage and enhance system monitoring tools.

·        Logging, tracking, and resolving support tickets within the agreed ticketing system in line with internal SLA response and resolution targets.

·        Reviewing and analysing connection/trace logs to diagnose stuck files, failed connection transmissions, and connectivity configuration issues.

QUALIFICATIONS & SKILLS REQUIRED:

●     Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

●     1–3 years' experience in IT operations, network/systems monitoring, or a technical support role, ideally within an EDI, managed services, or SaaS environment.

●     Working knowledge of networking fundamentals and file transfer protocols (AS2, FTP/SFTP, HTTPS).

●     Familiarity with server/infrastructure administration (Windows/Linux), DNS, and database basics (MySQL).

●     Strong analytical and troubleshooting skills, with the ability to work under pressure.

●     Clear written and verbal English communication skills for troubleshoot engagement and cross-team escalation.

●     Willingness to work rotating shifts and on-call coverage to support a 24/7 production environment.

• Preferred (not required): ITIL Foundation certification or equivalent incident/change management exposure.