Senior Technology Operations Specialist

Title:
Senior Technology Operations Specialist - APAC

Company:
Everest Intl Re, Ltd Singapore

Job Category:
Technology

Job Description:
About Everest:
Everest Group, Ltd. (Everest), is a leading global reinsurance and insurance provider, operating for nearly 50 years through subsidiaries in North America, Latin America, the UK & Ireland, Continental Europe and Asia Pacific regions. Throughout our history, Everest has maintained its discipline and focuses on creating long-term value through underwriting excellence and strong risk and capital management. Our strengths include extensive product and distribution capabilities, a strong balance sheet, and an innovative culture. Our most critical asset is our people. We offer dynamic training & professional development to our employees. We also offer generous tuition/continuing education reimbursement programs, mentoring opportunities, flexible work arrangements, and Colleague Resource Groups.

About the Role:
The Senior Technology Operations Specialist is a key regional role responsible for delivering high-quality, responsive IT support and enhancing the digital workplace experience for business users and executives across the APAC region. Operating in a hybrid support model alongside an outsourced service provider, the Senior Technology Operations Specialist acts as the on-the-ground liaison for IT service delivery, ensuring that user needs are met, VIP support expectations are exceeded, and continuous improvement is driven locally.

The role plays a vital part in supporting international technology initiatives by providing service delivery oversight, operational governance, and user experience advocacy. It combines hands-on technical expertise with strong interpersonal skills to gather feedback, assist in local deployments, manage escalations, and provide regional insight into IT challenges and service performance, ensuring high standards of end-user support and enabling productivity at all levels, including VIP users.

Main Duties / Key Responsibilities

Regional Service Delivery Oversight & Governance- Monitor daily IT service delivery across APAC, ensuring alignment with SLAs, KPIs, and user expectations.- Collaborate with the outsourced provider’s onsite and remote teams to address service gaps, track performance trends, and drive continuous improvement.- Follow up on open issues and escalate persistent gaps or non-compliance to the International Digital Workplace Lead as needed.- Ensure service delivery consistently meets business expectations through proactive issue management and governance oversight.

VIP & Executive IT Support- Provide white-glove IT support for VIP users, ensuring seamless and responsive service for senior leaders and high-priority personnel.- Proactively manage and resolve issues with mínimal disruption, particularly during executive meetings and events.- Coordinate with internal IT teams and service providers to prioritise and escalate critical issues affecting VIP users.- Track support trends and share insights with the International Digital Workplace lead to improve support models and tooling.

End-User Experience & Digital Adoption- Work with the International Digital Adoption Manager to deliver localised strategies that promote effective use of digital workplace tools.- Support end-users in learning and confidently using collaboration platforms, productivity tools, and new workplace technologies.- Assist with the rollout and promotion of new digital tools, acting as an on-the-ground resource for pilot groups and early adopters.- Deliver hands-on training, coaching, and user feedback collection to support digital adoption campaigns.- Represent the region in international service initiatives and forums, helping bridge the gap between global strategy and local execution.

Incident & Problem Resolution- Serve as the key regional point of contact for resolving complex or high-priority user issues.- Escalate recurring or systemic problems to appropriate support teams and contribute to regional problem management processes.- Document and share insights on common user issues to support knowledge sharing and reduce ticket volumes over time.- Collaborate with the International ITSM lead where applicable to align with IT Service Management processes.

Stakeholder Engagement & Advocacy- Act as a regional advocate for end-users, gathering feedback and insights to help shape the future of the digital workplace.- Build strong relationships with business stakeholders to ensure IT services align with operational needs.- Provide feedback to the Digital Adoption Manager on adoption challenges and user sentiment, helping to refine campaigns and communication.- Report regularly to the International Digital Workplace Lead on local performance, trends, and support requirements.- Oversee local performance of the outsourced service provider, ensuring adherence to expected service standards and escalating service quality concerns where appropriate.