XTN-BC6B423 | IT OPERATIONS ANALYST
KMC Solutions IncLocation not specified
Posted January 5, 2026
Full Time
About the Company
KMC Solutions Inc is a leading provider of Employer of Record (EOR) and flexible workspace solutions in the Philippines, enabling global companies to establish a local presence without the complexities of setting up a legal entity. With over 30 premium office locations across Metro Manila, Cebu, and Clark, the company offers private offices, build‑to‑suit, and enterprise real‑estate services that support remote teams and regional headquarters. KMC’s integrated HR, payroll, and compliance engine streamlines workforce management, allowing clients to hire top Filipino talent quickly and compliantly. The firm’s distinctive value lies in its end‑to‑end market‑entry platform—combining physical infrastructure, EOR services, and talent access—to accelerate growth for startups and Fortune 500s alike.
Job Description
The IT Operations Analyst plays a pivotal role in ensuring the efficiency, quality, and innovation of IT support operations. This position combines analytical expertise, process auditing, and AI-driven automation to enhance service delivery and customer satisfaction.
Requirements
- Conduct regular evaluations of IT support calls, chat sessions, and tickets to ensure adherence to service standards, technical accuracy, and customer satisfaction.
- Gather, analyze, and interpret IT support performance data, including incident response times, resolution rates, SLA adherence, and customer satisfaction scores.
- Participate in the deployment, configuration, and continuous improvement of AI chatbot solutions integrated with ITSM tools (e.g., ServiceNow, OpenAI, Virtual Agent, zoom AIC, or similar).
- Conduct regular audits of IT support processes to ensure compliance with ITIL best practices, internal policies, and regulatory requirements.
- Drive continuous improvement initiatives across IT support functions
Benefits
- Comprehensive healthcare benefit for you and your dependents
- Mental wellbeing programs for you and your dependents
- Competitive time off and vacation policy
- Thriving workplace culture centered on caring, diversity, and inclusion
