2-5

Tech Operations Officer

11/18/2025

The Tech Operations Officer is responsible for providing excellent service and assistance to all technical inquiries and issues from Contact Center teams. This includes incident handling, ticketing, and monitoring the status of scheduled support activities and projects.

Working Hours

40 hours/week

Company Size

10,001+ employees

Language

English

Visa Sponsorship

About The Company

BDO is a full-service universal bank in the Philippines. It provides a complete array of industry-leading products and services including Lending (corporate and consumer), Deposit-taking, Foreign Exchange, Brokering, Trust and Investments, Credit Cards, Corporate Cash Management, and Remittances in the Philippines. Through its local subsidiaries, the Bank offers Leasing and Financing, Investment Banking, Private Banking, Rural Banking, Life Insurance, Insurance Brokerage, and Stock Brokerage services. BDO's institutional strengths and value-added products and services hold the key to its successful business relationships with customers. Its branches remain at the forefront of setting high standards as a sales- and service-oriented, customer-focused force. BDO has one of the largest distribution networks, with more than 1,600 operating branches and over 4,500 ATMs nationwide. Through selective acquisitions and organic growth, BDO has positioned itself for increased balance sheet strength and continuing expansion into new markets. As of 30 June 2022, BDO is the country's largest bank in terms of total resources, customer loans, deposits, and assets under management. BDO is a publicly listed company (PLC), with its shares currently being traded at the Philippine Stock Exchange under the symbol “BDO”. BDO Unibank is regulated by the Banko Sentral ng Pilipinas. https://www.bsp.gov.ph For concerns, please visit any BDO branch near you or reach us through any of the channels listed in the Consumer Assistance page of our website: https://www.bdo.com.ph/consumer-assistance. Deposits are insured by PDIC up to P1 Million per depositor. The BDO, BDO Unibank and other BDO-related trademarks are owned by BDO Unibank, Inc. All Rights Reserved.

About the Role

JOB SUMMARY

Primarily responsible for providing excellent service and assistance to all technical related inquiries, requests, problems, and concerns of all Contact Center teams, officers, and management. Provide timely and quality handling of inquiries, requests, problems, and concerns received via phone call or text, Viber, MS Teams and corporate email. Responsible for incident handling, ticketing, and first level checking/fixing. Monitors and report status of all scheduled support activities and projects.

KEY RESPONSIBILITIES

• Handle all technology related inquiries, requests, problems, and concerns of all CCC teams.

• Acknowledge all incidents and problems escalated to Technical Support team

• Open incident/problem tickets, assign technical personnel, follow-up open tickets, and close

incident/problem tickets

• Escalate/Report major issues or problems to CCC Management and/or CCC Tech Section Head to

facilitate needed resolution or escalation

• Report/Escalate/Coordinate incidents, problems, and concerns of any CCC teams/personnel to IT

Support and Helpdesk teams

• Submit required reports and documentation to immediate superior related to inquiries, requests,

problems and concerns received

• Serve as point of contact or support for various CCC work system activities initiated by IT or work

system owners

• Handle Access Entitlement Reviews of various CCC work systems

• Comply strictly with the bank’s standard policies, procedures and guidelines in the performance of

day-to-day tasks to meet agreed KRA/KPI targets and quality standards at all times

• Monitor and report status of scheduled activities and/or projects

• Upkeep and maintains an organized workstation, office equipment, office supplies and tools

• Perform other duties that maybe assigned from time to time

KEY QUALIFICATIONS

• Bachelors Degree

• At least with technology background and/or contact center experience.

• Good customer service orientation

• Experience in banking industry is an advantage.

• Working knowledge of Windows desktops (i.e. Windows 11) and server operating systems (i.e. • •

Windows Server 2012)

• Knows how to troubleshoot problems involving Data networking (i.e. LAN/WAN), Voice/Telephony

systems, Video systems, productivity suite programs (i.e. MS Office, Open Office and Libre Office),

and various email client programs (i.e. Lotus Notes and MS Outlook)

• Adept in setting-up and configuring PC applications including various peripherals and knows how to

perform 1st level troubleshooting

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 23548

Key Skills

Customer Service OrientationTechnology BackgroundContact Center ExperienceWindows DesktopsServer Operating SystemsData NetworkingVoice SystemsTelephony SystemsVideo SystemsProductivity Suite ProgramsEmail Client ProgramsPC Applications SetupTroubleshootingIncident HandlingTicketingAccess Entitlement Reviews