Job Information
Atlas Technica Service Operations Associate in Remote, Philippines
Position Name: Service Operations Associate
Reports to: Team Lead, Service Ops
Type: Full Time Contract 12:00 PM - 9:00 PM Eastern Time
Atlas Technica's 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 100% 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 are seeking a Service Operations Associate to join our growing Service Operations team within a Managed Services Provider (MSP) environment. This role sits between execution-focused administrative work and senior operational governance, and is critical to ensuring complex workflows are completed accurately, on time, and with strong stakeholder coordination.
The Service Operations Associate owns multi-step operational processes that require judgment, follow-through, and cross-functional communication. This role acts as an escalation point for Service Ops Administrators and a reliable operational partner to internal stakeholders across Service Delivery, Finance, Sales, and Operations.
This position is ideal for someone who excels in structured environments, can manage complexity without losing attention to detail, and is ready to take ownership beyond task execution.
Responsibilities:
Workflow Ownership & Operational Delivery
Own and execute complex Service Ops workflows end to end
Ensure tasks are completed accurately, on time, and fully closed
Act as an escalation point for Service Ops Admins when workflows become complex
Proactively communicate status, risks, and changes to stakeholders
Core Operational Responsibilities
Support Projects follow-ups and coordination
Run internal QBR updates meetings with stakeholders (internal-facing)
Own weekly timesheet reports and follow-ups
Execute end-of-month billing processes
CPQ execution and coordination, including complex or overflow scenarios
Own daily CWM contact issue management
Own Jain Tier Issues reporting
Manage SkyKick license tickets and license pricing coordination
Own SOW end-of-month reporting
Manage NCE annual renewals
Execute CWM Opportunities & Activities workflows
Support Infrastructure Forecasting Program for support-driven projects (execution layer)
Quality, Remediation & Automation
Perform Timesheet QA remediation for issues identified through audits
Support execution and rollout of Service Ops automations
Ensure Admin-level execution aligns with documented standards and processes
Identify gaps, inefficiencies, or recurring issues and raise recommendations
Enablement & Coverage
Train and support Service Ops Admins on workflows owned
Ensure effective handoffs and coverage during PTO or high-volume periods
Raise capacity or quality risks early, with proposed solutions
Escalate only when issues require Analyst or Manager-level involvement
Requirements:
1–3 years of experience in operations, service coordination, or administrative support (MSP experience a plus)
Strong attention to detail and accuracy
Excellent follow-through and task ownership
Ability to manage multiple tasks simultaneously in a fast-paced environment
Strong written and verbal communication skills
Comfortable working with operational tools (ticketing systems, task boards, calendars)
Willingness to follow structured processes and use checklists
Ability to receive feedback and adjust quickly
Reliable time management and calendar discipline
Desirable Qualities:
Experience in an MSP, IT services, or professional services environment
Familiarity with tools such as Monday.com, ConnectWise, Power BI, or similar systems
Process-oriented mindset with an eye for consistency and improvement
Proactive communicator who raises issues early
Comfortable with repetitive, high-volume operational work
Team-oriented and willing to support coverage when needed
Interest in growing into more complex operational responsibilities over time
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.