Ops Analyst

Responsibilities

Key responsibilities for this role include, but are not limited to, the following:

• Acknowledge and investigate client issues thoroughly and respond quickly - speed and accuracy matter based on internal defined SOPs.
• Escalate critical problems or time-sensitive issues/requests to the appropriate team without delay based on prioritization.
• Ensure every issue/request is tracked, followed up, and resolved in a timely manner with a clear communication.
• Work closely with internal teams to coordinate solutions and keep clients updated regularly.
• Maintain strong documentation, clear handovers, and a high level of operational awareness.
• Identify recurring issues and suggest improvements to processes, SOPs and product.
• Monitoring the system health on system monitoring dashboards i.e AWS CloudWatch and alerting tools.

Requirements

We are seeking candidates who possess the following qualifications:

Experience

• Minimum of 2 years of relevant professional experience in customer service, technical operation and support areas.

• Familiar with API Integration (request, response), error logs, monitoring and analytics tools (i.e Google Sheets) to support investigations, monitoring and root-cause analysis.

Skills

• Excellent communication skills - clear, calm, professional under pressure and able to explain clearly the technical issues to non-technical users.

• Basic incident management skills on prioritization, categorization, root cause, and post-mortem analysis.

Attributes

• Strong analytical and problem-solving mindset, especially in fast-moving situations.

• Able to prioritize tasks, spot urgent issues, and act quickly.

• Responsible and dependable - willing to take ownership.

• Detail-oriented, proactive, and eager to improve operations continuously.

Shift Schedule

• This position is required to work on shift schedule with 24/7 service coverage, total working is 40 hours per week and working on local public holidays is expected.
• The shift schedule for this position are detailed below. Please note that the shift assignments may change based on rotation and operational requirements.
• Each member is required to be contactable and be flexible to cover shift duty as required during an off day.

Policy

This position is governed by the following company policies:

• Performance Review: Performance reviews will be conducted quarterly, in accordance with the process defined by the company.
• Time Off: Each employee is entitled to 42 days of annual leave, inclusive of public holidays, and 14 days of medical leave per year.
• Confidentiality: The employee is required to sign a non-disclosure agreement concerning proprietary company information.