Information Technology Infrastructure Manager

Job Location: Alabang

Work Mode: 100% Onsite

Shifts: 2:00PM- 11PM- Weekdays

Geos Support locations: (US, PH, MLY, CHINA, INDIA, EGYPT)

JOB PURPOSE: Manages local IT SMEs and helpdesk support staffs. Project handling and delivery for the site for constant improvement of the infrastructure.

ORGANISATIONALCHART (Vice President-ISG) (Head, ISG) (Sr. Manager, ISG) (Manager, ISG)

EXPECTED END RESULTS MAJOR ACTIVITIES

Security Compliance

Adherence to the ISG policies and ensure that ISG group is aware of the ISG process.

Leads the team in implementing the security, policy and process in place for the site

Leads the cross functional audit for the team to ensure proper compliance of the other group.

Uptime and Reporting

Ensure that all ISG domains adhere to the agreed uptime, SLA and reporting

Submit weekly and monthly uptime report to client and internal stakeholders

Customer Satisfaction

Timely gathering of feedbacks on ISG's performance on customer satisfaction and to make sure that the different domain is in line with the agreed SLA of customer satisfaction

MAJOR CHALLENGES

Decision making is one of the major challenges for this position and a quick analysis, recommendation and decisiveness are the things needed for proper execution of plans.

Constant update on infrastructure and technology is needed in achieving a sound decision and recommendation.

KEY DECISIONS

Changes or revisions on the existing document shall be done if it is for the improvement of ISG processes and policies.

Implementation of the policies and security controls for ISG and ensure the group's adherence in implementing the same on the organization

Recommendation of infrastructure upgrade as part of the capacity planning for the ramp up - Important notification sent to client and internal stakeholders - Prompt and precise decision of recommended resolutions on any major problems

Dimensions

- 99% infrastructure uptime (Network, Voice, Systems)

- 99% Business/process uptime

- Rating of 3, in the scale of 1 to 5, for customer satisfaction

- Rating of 3, in the scale of 1 to 5, for Security and policy implementation as per ISMS and PCI-DSS

- 35% attrition rate for ISG team

SKILLS AND KNOWLEDGE

EDUCATIONAL QUALIFICATIONS

College Graduate and above.

RELEVANT EXPERIENCE

More than 3 years experience as a Manager in Call Centers/BPO environment

More than 6 years experience in IT infrastructure and design

Should have in depth knowledge about incident and problem management

Ability to deal with customers, staff and higher management with tact, decisiveness and timeliness

Responsible for quality of documentation and user manuals

Responsible for quality, delivery and team management of large or several small projects

Participate actively in infrastructure management planning and growth

Know how on reports and gap analysis

Analytical

BEHAVIORAL COMPETENCIES --

Achieve Results

Serve & Delight your customer

Collaborate and Partner with Others

Engage, Inspire and Develop People

Nurture Innovation & Lead Change

Think like an Entrepreneur

FUNCTIONAL COMPETENCIES

Technical Management and understanding

Analyzing Information

Leadership skills/People Management skills

Staffing & Problem Solving

Data Centre Management

Developing Budgets / Cost Management

Coordination

Strategic Planning

Quality Management

Relationship Management

Risk Management

KNOWLEDGE, SKILLS, OTHER ABILITIES --

Leadership: An experienced team leader

Influencing, leading, and delegating abilities

Ability to initiate/manage cross-functional teams and multi-disciplinary projects.

Critical thinking, decision making and problem solving skills.

Planning and organizing Organizational abilities

Result oriented: Ability to achieve the target within given time

Excellence Communication skills.

Negotiating skills

Conflict resolution.

Adaptability Efficient under pressure, always meet deadlines

PERSONAL CHARACTERISTICS & BEHAVIOURS --

With pleasing personality

Customer focused

Can work individually or as a team player

Fast learner on a fast phased environment and open to feedbacks

Flexible and work in 24x7 Environment

Ability to work in different shifts

Mapping and documentation skills.

Adaptable & can work under pressure

High level of integrity, judgment, accountability, and follow-through

Adaptive to different behavior and situations

Has effective time management

No criminal records

No active violations and/or disciplinary memos

Has positive behavior and background

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.