Senior Technology Operations Specialist - APAC

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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 minimal 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.

Support for Local Deployments & Projects

• Assist in the coordination and validation of local rollouts of workplace technologies.

• Provide logistical and hands-on support during office moves, hardware refresh programs, or infrastructure upgrades in collaboration with the outsourced provider.

• Support change readiness efforts by helping communicate upcoming changes to users and providing guidance where needed.

Travel and Out of Hours support

• Occasional travel and out of hours support may be required

Experience & Requirements

• Experience: Minimum 4-6 years in IT service delivery, operations, or support roles, preferably in a regional or multinational environment.

• Technical Skills: Strong understanding of IT support services, service delivery processes, project management, and governance practices. Familiarity with ITIL is desirable.

• Interpersonal Skills: Ability to build effective relationships with end-users, service providers, and internal stakeholders.

• Communication: Excellent written and verbal communication skills to clearly convey technical and service information to diverse audiences.

• Other Requirements:

  • Experience working with outsourced service providers in a hybrid support model.

  • Strong problem-solving skills with a proactive approach to resolving service issues.

  • Ability to self-manage and prioritise tasks effectively in a dynamic regional environment.

What if I don’t meet every requirement? At Everest we are dedicated to building an inclusive and authentic workplace. So, if you are excited about this role but your past experience doesn’t align perfectly with every element in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles. Please let us know if you need any accommodations throughout the application or interview process.

Our Culture

At Everest, our purpose is to provide the world with protection. We help clients and businesses thrive, fuel global economies, and create sustainable value for our colleagues, shareholders and the communities that we serve. We also pride ourselves on having a unique and inclusive culture which is driven by a unified set of values and behaviors. Click here to learn more about our culture. 

• Our Values are the guiding principles that inform our decisions, actions and behaviors. They are an expression of our culture and an integral part of how we work: Talent. Thoughtful assumption of risk. Execution. Efficiency. Humility. Leadership. Collaboration. Inclusion and Belonging.
• Our Colleague Behaviors define how we operate and interact with each other no matter our location, level or function: Respect everyone. Pursue better. Lead by example. Own our outcomes. Win together.  

All colleagues are held accountable to upholding and supporting our values and behaviors across the company. This includes day to day interactions with fellow colleagues, and the global communities we serve. 

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