Service Management Associate
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Title: Service Management Associate
Reports to: Manager Service Management
Type: Full-Time Contract
Shift: West Coast PST
Atlas Technicas mission is to shoulder IT management user support and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016 we have grown year over year through our uncompromising focus on service.
We value ownership execution growth intelligence and camaraderie. We are looking for people who share our Core Values thrive and contribute to this environment while putting the customer first. At Atlas Technica we offer a competitive salary comprehensive benefits and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!
We seek an Associate Service Management to join Atlas Technicas rapidly growing organization. This operations-focused role offers excellent career development opportunities for a candidate who thrives in fast-paced data-driven environments.
You will collaborate across the Service department to provide real-time oversight of the engineer call queue while supporting operational analysis documentation and continuous improvement of SLA performance
Responsibilities
- Call Queue Oversight (Core Function 60%)
- Monitor daily call queue performance for coverage volume and adherence.
- Ensure engineers log in/out of the queue on time and follow SOPs.
- Resolve real-time conflicts related to breaks PTO or emergencies.
- Forecast call volume trends by time of day and day of week; make staffing recommendations.
- Generate reports and dashboards (wait times handle times abandonment rates SLA compliance).
- Serve as escalation point for real-time call handling or queue technical issues.
- Maintain accountability tracking for attendance missed calls and queue compliance.
- Provide weekly reporting and recommendations to leadership.
- Service Management Support (Supplemental Function 40%)
- Assist Service Management team with trend analysis in ConnectWise Manage and Power BI (e.g. ticket volume patterns SLA breaches or recurring client issues).
- Support internal initiatives such as process documentation SOP updates and project tracking in and Confluence.
- Help collect and organize Root Cause Analysis (RCA) and Major Incident follow-up data for leadership review.
- Partner with Resource Coordination and Support Managers to align call queue staffing with ticket demand and SLA targets.
- Participate in service improvement meetings and help document follow-up actions.
- Identify and flag recurring issues process gaps or training opportunities to Service Management leadership.
Qualifications
- Strong knowledge of ConnectWise Manage and 1Stream (or similar call routing system).
- Familiarity with call center metrics such as SLA attainment ASA (Average Speed of Answer) abandonment rate and staffing adherence.
- Experience with contact center or ITSM tools (e.g. BVOIP 3CX RingCentral ServiceNow).
- Excellent communication and escalation skills; calm under pressure.
- Organizational and conflict-resolution skills with strong attention to detail.
- Working knowledge of ITIL concepts (incident service level management continual improvement) and how they apply to MSP operations.
Desirable Qualities
- Experience in an MSP environment supporting real-time service operations and dispatch.
- Familiarity with Power BI or similar analytics/reporting tools.
- Comfortable partnering cross-functionally with Resource Coordination and Support Managers to align real-time staffing with ticket demand.
- Exposure to the financial services client environment and white-glove service expectations is a plus.
Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.
Required Experience:
IC
Key Skills
- Portfolio Management
- Wealth Management
- Financial Services
- Hybris
- Microsoft Word
- Banking
- Cash Management
- Data Management
- Microsoft Powerpoint
- Securities Law
- Microsoft Excel
- Internet Of Things
About Company
Position Name: Jr. Systems EngineerReports to: Client Technology ManagerLocation/Type: Client/Dedicated On-Site, Stamford, CTType: Full-Time Hourly, Non-Exempt Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds a ... View more
