Job Highlights
Laptop to be provided (pickup from Makati Office)
Upon regularization 30 paid leaves per year
Upon regularization HMO for you PLUS 1 dependent worth P150,000
1
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 the companyInfrastructure SLAs of the corresponding services with capacity of their follow-up Processes within the company 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.
Qualifications
Bachelor's Degree preferably in Computer Science, Engineering, Management Information Systems, or equivalent work experience
At least 10 years of experience in Infrastructure delivery
Must have 5 years experience in service delivery management
Breathe of experience in Infrastructure solutions: Data centers, Clouds, Networks, Security
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 ManagementExperience in the following technical environments:
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
Has worked in an multi-cultural environment
Innovative methodologies such as Agile or DevOps
CMMI experience
Additional Information
Career Level
Senior to Managerial
Work Location
Alabang, Muntinlupa
Work Setup
Hybrid (3x a week onsite) | Shifting Schedule
Job Type
Full Time/ Project Based
