associate professional, it Operations-phl philippines | taguig city, philippinesIngram Micro

Job Description
Position at Ingram Micro
Position Summary:
This role is responsible for the monitoring and event management of Ingram Micro's IT infrastructure and applications which includes servers, network, database, web and application systems critical to the business. Additional responsibilities include incident management and support of daily batch job runs, systems support for all computing infrastructure, and critical incident management.
An entry-level professional individual contributor on a project or work team. Works on projects of limited scope and complexity. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Responsibilities:
Major Responsibility: Event / Alert Management
Supporting Actions: Familiarize use of Monitoring tools (Infrastructure and Application Monitoring, Batch Jobs)
Implement monitoring configuration for moderately critical alerts
Monitor email generated events/monitors and daily batch job runs.
Assign low to medium complexity to junior resources
Prioritize alerts based on threshold levels, severity of warnings
Interpret alerts/events generated from the monitoring tools.
Evaluate alerts that require escalation to vendor.
Perform standard validation steps for each alert. Make critical decisions for situations where there is no standard operating procedure or run book available.
Escalate incident related alerts based on established process
Facilitate bridge calls to triage alert ownership as well as to determine business impact as needed
Stay on top of all alerts, maintenances, incidents which are happening during the shift.
Delegate tools assignments to the associates on shift.
Ensure critical processes are followed.
Escalate to manager as needed.
Major Responsibility: Incident Management
Supporting Actions: Categorize and triage low to high complexity incidents
Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with senior resources as needed. Reassign to appropriate group once validated and update incident journal
Perform troubleshooting based on standard procedures and runbooks where available. Leverage appropriate resources for any issues which may or may not have any available standard procedure or run book.
Implement the identified break/fix procedure. Inform the incident stakeholder. Document the steps taken to resolve in the incident journal.
Ensure resolution is provided within SLA.
Implement resolution provided by vendor for medium to complex cases.
Participate in High Severity Incident bridge calls
Major Responsibility: Administrative Tasks
Supporting Actions: Attend and accept handover details from previous shift.
Ensure continuity of efforts on critical alerts, incidents, request, changes. Facilitate continuous resourcing for all ongoing items.
Consolidate all information on incidents, requests, changes, alerts encountered during shift and handover details to next shift to ensure continuous monitoring and resourcing.
Perform any administrative and reporting tasks as delegated by more senior associates
Facilitate training, provide guidance to junior resources on team processes, request, incident and change handling.
Ensure that standard practices are followed
Provide periodic reports (Capacity report, etc.). Review reports and provide assessment as basis for next action, recommendation. Take ownership of medium complexity reporting requirements
Major Responsibility: Service Request Management (REQ)
Supporting Actions: Evaluate service request details for correctness
Determine task requirements and assess if tasks need a senior resource to fulfill. Endorse to senior resource as needed.
Work on medium to high complexity service requests which may or may not have an available standard operating procedure or run book.
Major Responsibility: Change Management
Supporting Actions: Plan, prepare and secure RFC approvals for low to high complexity tasks
Collaborate with cross functional teams for any RFC requirements which require multiple team effort
Validate steps and ensure comfortability with the steps as indicated in the implementation plan. Request/endorse reassignment of complex tasks/changes to senior resources when necessary.
Provide steps for internal team changes.
Perform risk analysis for low to moderately critical changes.
Implement the tasks as indicated in the technical implementation plan, validate and document necessary information in the RFC
Major Responsibility: Service Improvements
Supporting Actions: Create/Update procedures on low to medium complexity routine tasks related to REQ fulfillment and changes. Create new documentation when needed and endorse to Senior resources for review.
Create/update related documentation on incident management
Capture details of potentially recurring incidents
Conduct periodic incident/alert trend analysis
Conduct initial investigation, raise with vendor when required, seek advice from Senior resources for resolution.
Raise request/change to implement resolution or endorse to appropriate support / applications group for resolution.
Participate in troubleshooting and root cause analysis to help identify the solution and determine next steps to address the issue.
Participate in implementing fix.
Provide periodic updates on assigned problem records.
Participate in monitoring reviews and provide recommendation to support in increasing alert detection and/or reducing false alerts.
Major Responsibility: Project Work
Supporting Actions: Accepts projects as delegated by Senior resources leading the project. Follow procedures on assigned task. Participate in project meetings/checkpoints.
Job Qualifications and Educational Requirement
4 years working in a NOC (Network Operation Center) or equivalent
Graduate of any 4-year course, preferably IT
Proficient with MS Office Suite (Excel, Word, PowerPoint)
Computer literate
Familiar in the use of Monitoring tools (BMC TrueSight/Tmart, SolarWinds NPM/SAM, BMC Control-M)
Intermediate knowledge of Operating Systems principles, Software Application principles and Network principles
Experience in systems support of Windows and Unix environment
Ability to understand issues related to network and willing to learn network technology
Experience in advanced triage and impact determination
Demonstrated ability to analyze problems and effectively prioritize, resolve and/or escalate as needed
Understanding of hardware and software architectures
Understanding of performance tuning concepts
Experience in monitoring and supporting application batch jobs
Understanding and practice of ITIL concepts and processes
Ability to multi-task and prioritize on multiple initiatives
Good documentation skills
Good systematic troubleshooting skills
Detail oriented, able to work effectively under deadlines in changing environment and perform multiple tasks effectively and concurrently
Able to work independently and with a collaborative team-oriented environment using sound judgment in decision making
Demonstrated competency in support of global systems
Very strong communication skills both written and verbal with strong technical, analytical, and problem-solving skills
IM Competencies
Communicates Effectively
Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.
Attentively listens
Adjusts to fit the audience and the message
Provides timely and helpful information to others across the organization
Encourages the open expression of diverse ideas and opinions
Customer Focus
Gains insight into customer needs
identifies opportunities that benefit the customer
Builds and delivers solutions that meet customer expectations
Establishes and maintains effective customer relationships
Ensures Accountability
Follows through on commitments and makes sure others do the same
Acts with a clear sense of ownership
Takes personal responsibility for decisions, actions, and failures
Establishes clear responsibilities and processes for monitoring work and measuring results
Designs feedback loops into work
Manages Ambiguity
Needs structure in some circumstances
Sometimes jumps to conclusions
Moderately able to tolerate delay
Can wait to speak
Can deal with ambiguous situations
Self-Development/Nimble Learning
Generally aware of new trends in field
Sometimes learns new concepts
Sometimes aware of personal weaknesses
Generally, sets self-development goals
Collaborates
Works cooperatively with other across the organization to achieve shared objectives
Represents own interests while being fair to others and their areas
Partners with others to get work done
Credits others for their contributions and accomplishments
Gains trust and support of others.
Fosters cooperation and collaboration in others through trust-building and relationships
Creates a culture of accountability
Works in partnership with others
Decision Quality
Makes sound decisions, even in the absence of complete information
Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
Considers all relevant factors and uses appropriate decision-making criteria and principles
Recognizes when a quick 80% solution will suffice
Optimizes Work Processes
Sets and meets quality improvement targets
Strives for efficient, effective, high quality performance
Delivers results by deadlines
Responds to difficult situations and takes initiative to make improvements
Focuses on quality
Other Information
Associates in this role may be required to work in a 24/7 compressed work week or 8x5 shifting schedule which includes Philippine Holidays
Disclaimer *The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time or as necessitated by business demands.
Ingram Micro

Taguig City, Metro Manila
Permanent
Full-time