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

Executive - Technology

₱20,000 - 25,000 per month

2 to 4 Years

With Business Certificates

Established in 2001

3F Skyrise 1, Cebu IT Park, Apas, Cebu City, Cebu

Total vacancies for this job title: 1

Posted On: September 29, 2021

Job ID: 388637

Applications for this jobs are now closed.