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 Service Now 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 Service Now 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 Service Now 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---Who We Are Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence.
We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud.
We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes.
This approach is possible through our partnership with leading global technology providers and internal R&D teams.
