Executive - technologyFirstsource Solutions

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
Qualifications
MINIMUM QUALIFICATION:
Undergraduate - Computer Science/Information Technology preferred - 2 years in College
2-3 years work experience on the required role
Firstsource Solutions

Cebu City, Cebu
Permanent
Full-time