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Executive - Technology

₱20,000 - 25,000 per month
2 to 4 Years
With Business Certificates
Established in 2001
10,000+ Employees
3F Skyrise 1, Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: September 15, 2021
Job ID: 388637

Details

Executive - Technology - (21004155)

 

JOB DESCRIPTION

Designation: IT Executive
Department: Technology
Location: Cebu, PH
Report to: Asst manager/Manager – Service Delivery
Work Set-up: Work from Office
 

WORK BRIEF:

 

The holder of this role assists the Manager in acting as a Single point of contact with respect to technology for Internal & external customers during BAU phase.

 

CORE RESPONSIBILITIES:

  • To Ensure Service Availability Star is met consistently for every quarter

  • To Ensure Service Availability Reporting is delivered in a timely manner

  • To Ensure IT Service Continuity is implemented wherever applicable

  • To Ensure EVOC scores of above 3 achieved for both internal and external VOCs

  • To Ensure Weekly/Monthly Reviews are conducted with Ops and Clients on a consistent basis.

  • To Ensure the details of the Client process are completely documented

  • To Service Improvement Plans for the Process are identified and implemented

  • To Ensure any projects and initiatives are executed in a timely manner

ITIL Aligned responsibilities in detail

 

• Service Lever Management

o Defining the SLA requirements of the client and signing the SLA

o Managing the service levels as defined in the SLA

o Conducting Service Review Meetings

o Managing Customer Expectations

• Service Reporting

o Identifying the reporting requirements

o Ensure timely and accurate delivery of reports

• Incident Management

o Owner of all incidents related to the clients services. Will be responsible for the successful resolution of all incidents according to SLA.

o Review P1 and P2 incidents and provide continuous feedback to service support owner

o Raise Problem Tickets and coordinate with Problem Management Teams

• Availability & Capacity Management

o Prepare a capacity plan for the service

o Ensure adequate capacity is available to meet the Service Availability targets.

o Define clear guidelines on the availability management

o Communicating Maintenance Schedules to clients

• IT Service Continuity (Review Incidents and provide feedback)

o Prepare IT Service Continuity plan for the service

o Carryout the service continuity tests and publishes results

• Business Relationship Management

o Take complaints and resolve them on priority and communicate effectively during the progress

o Carryout CSAT survey (VOCs) on Quarterly / Half / Full yearly

o Establish action items based on the feedback from the clients

o Carryout Monthly meetings with service owners and Operation Managers to seek proactive feedback

o Prepare a Service Improvement Plans

• Change Management

o Co-Ordinate changes with internal and external clients for successful implementation

 

SPAN OF CONTROL (PEOPLE, ASSESTS etc):

  • Team Size: 1-2 people

MAKING / AUTHORITY:

  • All decisions are taken in consultation with superior

  • Authority in Technology Change Management, Technology User Acceptance Test for Go live /No-GO, Technology Service improvement initiatives, Decision to initiate service continuity plan in case of major incident, IT SLA review & sign off on contract documents

KNOWLEDGE AND SKILLS (ESSENTIAL)

  • Problem solving skills

  • Decent communication skills

MINIMUM QUALIFICATION:

  • Undergraduate – Computer Science/Information Technology preferred - 2 years in College 

    • 2-3 years work experience on the required role

Primary Location: Philippines-Cebu-Cebu City

Work Locations: Cebu    

Job: Executive

Organization: ACM International - Offshore Support-Philippines