RESPONSIBILITIES: Monitor and Control the implementation and maintain framework of best of breed standards in Tech Services and IT Security on following topics but not limited to: - Catalog of services to describe the scope of Infrastructure SLAs of the corresponding services with capacity of their follow-up Processes within and in relation with Customers' organizations
- Lead the deployment of standard methodologies like ITIL and CMMI
- Implementation and maintenance of a shared model to improve efficiency and enlarge the period of support on 24h
Review, maintain and update the building of contracts with shared service customers based on current services actual or requirement Allocation and Pricing of services Coordination across all the Tech Services service line leveraging the team leaders and services lines coordinator for the service delivery to ensure the delivery and quality of the services. Consistent communication, monitoring and driving of the continuous improvements for the managed Customers across all the services provided. Regular reporting & daily monitoring on activity, quality and performance Ensure appropriate documentation on agreements and/or hand-over activities Accurate and timely reporting to the head of Infrastructure department esp. on escalation impacting services and/or performance of the team. Ensure that events affecting the service contract are considered throughout its life cycle Ensure the impact of any changes to the level of service, particularly service level commitments and operational agreements Monitor, analyze and evaluate the operational performance of customers support and the results of the indicators and propose action plans Participate in the identification of value-creating services Identify new customer needs Contribute to the search for ideas and solutions (and its implementation) to continuously improve the performance of the company Build capability plan and skill up plan for individual resources within the serviceline directly managed and/or contribute in building one for the other service line as necessary based on experience and exposure. Primary Technical abilities: At least 10 years of experience in Infrastructure delivery 5 years of experience in Services Delivery management Breathe of experience in Infrastructure solutions: Data centers, Clouds, Network, Security. Depth of experience on at least one of the areas in Infrastructure solution Project management skills Experienced in managing or coordinating teams in a complex organization Knowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Back- up completeness, Recovery RTO/RPO, Infra Utilization improvement) Solid experience in ITIL processes mgmt (ITIL certified minimum) Solid experience in Services Management Secondary Technical abilities: Has worked in a multi-cultural environment Innovative methodologies such as Agile or DevOps CMMI experience Behavior abilities: Customer service oriented Leadership & entrepreneurship (owner-mindset) Ability to organize, to federate and coordinate Capacity to adapt with flexibility Convincing & influence Rigorous and organised Self-motivated, eager to learn and grow in the I.S. profession Team player must be able to work with people within and outside of the IT department. Excellent communication skills, verbal and written. English speaking mandatory Ability to analyze and synthesize situations Ability to Understand the business constraints Willing to do some traveling Dedication Technical Environment: Public and Private Cloud – OnPrem, Azure, AWS, GCP (at least 2) OS/Cloud Maintenance & Monitoring/Utilization/Capacity Back-up and Storage Disaster Recovery Network Layer – Switches, Firewalls, voip Ticket Management and Critical Incident Management Other Details: This is a 6-month or 1 year contract position with our client; subject for extension and absorption based on performance and project needs. Work location will be at Alabang, Muntinlupa with three days RTO and 2 days work from home per week with shifting schedule Benefit from the lesser tax deduction (only 8% of yearly income) under consultancy setup Job Types: Full-time, Permanent, Fixed term
Contract length: 6 months
Benefits: Company events Promotion to permanent employee Schedule: 8 hour shift Day shift Monday to Friday Application Question(s): What is your expected monthly salary? Experience: API Testing: 1 year (Preferred) Network management: 10 years (Preferred) Service Delivery Management: 5 years (Preferred)
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