Senior Technology Operations Specialist - APAC

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About Everest:

Everest is a global leader in risk management, rooted in a rich, 50+ year heritage of enabling businesses to survive and thrive, and economies to function and flourish. We are underwriters of risk, growth, progress and opportunity. We are a global team focused on disciplined capital allocation and long-term value creation for all stakeholders, who care deeply about our impact on communities and the wider world.

About the Role:

As a Senior Technology Operations Specialist, you play a key role in delivering high-quality, responsive IT support and enhancing the digital workplace experience for users across the APAC region. You operate in a hybrid support model, working closely with an outsourced service provider, and serve as the on-the-ground liaison for IT service delivery.

You ensure that user needs are met, VIP support expectations are exceeded, and continuous improvement is driven locally. Your hands-on technical expertise and strong interpersonal skills help you gather feedback, assist in deployments, manage escalations, and provide regional insights into IT challenges and service performance.

What You'll Do

Regional Service Delivery Oversight & Governance

• Monitor daily IT service delivery across APAC, ensuring alignment with SLAs, KPIs, and user expectations.

• Collaborate with 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 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 localized 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

What You Bring

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

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

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

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

• 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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