JOB DESCRIPTION
Designation: IT Executive
Department: Technology
Location: Cebu, PH
Report to: Supervisor/Manager
Work Set-up: Onsite
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. Also, responsible for the Technology Team Operation at Manila Center and reporting to Supervisor/Manager (Technology)
Manila technology Operations includes supports on Servers, Endpoints, Network and Telecom Devices, Applications, Software, and all troubleshooting related to VI, EDS, Telecom & Network and Desktop Services.
CORE RESPONSIBILITIES
Incident management:
Ensure Incident Management are performed per process with help of respective Services (Telecom, Network, EDS, Desktop & NOC)
Guarantee all the IMS tickets are responded and resolution provided within the published SLA.
Regularly maintain Incident Reports are published and communicated to the proper individual as per SLA
Minimize and control escalations to Management
Problem Management:
Verify and regularly practice that the Problem Management policy and standards are followed to provide 24*7 support
Proper analysis and identification of repeated incidents should be recommended for promotion as Problem and coordinate with respective service support team for permanent fix.
RCA should be properly updated and distributed as mandated by the SLA.
Regular coordination with Vendors on RCA and implementation of best practices
Proactive build/review/update of the Known Error Database (KEDB)
Vigilance in management and monitoring of Device and Service Uptime
Asset / Config Management:
Maintain and update the Asset Inventory, tracks all the Asset Movement and publish the accurate reports
Manage and verify the standard config of all devices, ensure that (CIs) are captured in the tool and will be review for any updates
Identify Non-working, Defective, Scrap items and plan for corrective action
IT device Warranty / AMC expiry forecast
Guarantee all systems are updated with latest patches and hardened as per Infosec recommendation
Capacity Management:
Ensure that Capacity reports on Total, In Use, Free (Counts) for all CI related to Desktop Services are available.
Identify Over-utilized and Under-utilized components and plan corrective action
Recognizes necessary improvements and makes suggestions
Recommend changes to Architecture/Config based on performance and best practice.
Service Continuity:
Meticulously invoke Service Continuity in case of major outages
Ensure service continuity and BCP docs are available and updated
Monitor and perform BCP/SCP Tests activities on the agreed timeline
Change and Release Management:
Perform the changes raised on the Desktop Service CIs
Review the Impact Analysis provided for the CRs
Ensure that the planned changes are released to production environment in a controlled manner
User Acceptance Testing should be comprehensively performed after every Release
Coordinate changes with internal and external clients for successful
Vendor Management:
Coordinate with Suppliers for effective performance of the Vendors
Conduct Quarterly Review meetings on equipment support vendors
Ensure that the WTY /AMC information for all devices are available and advise Management on the renewal of the same (Publish WTY /AMC Calendar)
Project Implementation:
Participate in project design walkthrough / workshops.
Coordinate with PMO /Design Team
Act as the primary contact for all technology projects / migrations.
Ensure the timely completion of Projects
Minimize escalations to Management
SW Asset Management:
Verify that all software installed on all systems are within the SW Asset Management Process
Adherence to SW Asset management process is mandatory at all times.
Process and review the SW assets from the SW Management tool
Patch management:
Prepare and review the Release & Rollback Plan based on the applicable SAN's
Prepare and publish the Patch management calendar for servers
Verify that all reported vulnerabilities found reported and patches are released as per SLA
Audit Compliance:
Maintain the compliance in both internal and external audits
Ensure alignment to ISO 20000 / ISO 27001 standards
Key resource in the ISO certification for Manila Center
Infosec Management:
Implement Device/Host security (as per Infosec guidelines) and stability at the enterprise level
Ensure compliance of documents as per Firstsource standard.
Other Responsibilities:
Effectively participate in the weekly IT meeting and sharing the updates
Ensure all established processes are being practiced
Own all issues reported during the shift time and track it till closure
Prompt email response to all Manila technology issues
Manage escalations and identify Service Improvement Plans
Ensure that the Center is fully-operational by checking connectivity links, emails, remote virtual desktops, intranet, etc.
Ensure adherence to all SOPs that are being published
Ensure all Technology check lists are prepared, as per the schedule
KNOWLEDGE AND SKILLS (ESSENTIAL)
Problem solving skills
Good communication skills
Qualifications
Minimum Requirements
BS Graduate or at least 2 years College in IT related courses
2-3 years work experience in BPO/ITO industry (on the required role)
Firstsource Solutions
Designation: IT Executive
Department: Technology
Location: Cebu, PH
Report to: Supervisor/Manager
Work Set-up: Onsite
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. Also, responsible for the Technology Team Operation at Manila Center and reporting to Supervisor/Manager (Technology)
Manila technology Operations includes supports on Servers, Endpoints, Network and Telecom Devices, Applications, Software, and all troubleshooting related to VI, EDS, Telecom & Network and Desktop Services.
CORE RESPONSIBILITIES
Incident management:
Ensure Incident Management are performed per process with help of respective Services (Telecom, Network, EDS, Desktop & NOC)
Guarantee all the IMS tickets are responded and resolution provided within the published SLA.
Regularly maintain Incident Reports are published and communicated to the proper individual as per SLA
Minimize and control escalations to Management
Problem Management:
Verify and regularly practice that the Problem Management policy and standards are followed to provide 24*7 support
Proper analysis and identification of repeated incidents should be recommended for promotion as Problem and coordinate with respective service support team for permanent fix.
RCA should be properly updated and distributed as mandated by the SLA.
Regular coordination with Vendors on RCA and implementation of best practices
Proactive build/review/update of the Known Error Database (KEDB)
Vigilance in management and monitoring of Device and Service Uptime
Asset / Config Management:
Maintain and update the Asset Inventory, tracks all the Asset Movement and publish the accurate reports
Manage and verify the standard config of all devices, ensure that (CIs) are captured in the tool and will be review for any updates
Identify Non-working, Defective, Scrap items and plan for corrective action
IT device Warranty / AMC expiry forecast
Guarantee all systems are updated with latest patches and hardened as per Infosec recommendation
Capacity Management:
Ensure that Capacity reports on Total, In Use, Free (Counts) for all CI related to Desktop Services are available.
Identify Over-utilized and Under-utilized components and plan corrective action
Recognizes necessary improvements and makes suggestions
Recommend changes to Architecture/Config based on performance and best practice.
Service Continuity:
Meticulously invoke Service Continuity in case of major outages
Ensure service continuity and BCP docs are available and updated
Monitor and perform BCP/SCP Tests activities on the agreed timeline
Change and Release Management:
Perform the changes raised on the Desktop Service CIs
Review the Impact Analysis provided for the CRs
Ensure that the planned changes are released to production environment in a controlled manner
User Acceptance Testing should be comprehensively performed after every Release
Coordinate changes with internal and external clients for successful
Vendor Management:
Coordinate with Suppliers for effective performance of the Vendors
Conduct Quarterly Review meetings on equipment support vendors
Ensure that the WTY /AMC information for all devices are available and advise Management on the renewal of the same (Publish WTY /AMC Calendar)
Project Implementation:
Participate in project design walkthrough / workshops.
Coordinate with PMO /Design Team
Act as the primary contact for all technology projects / migrations.
Ensure the timely completion of Projects
Minimize escalations to Management
SW Asset Management:
Verify that all software installed on all systems are within the SW Asset Management Process
Adherence to SW Asset management process is mandatory at all times.
Process and review the SW assets from the SW Management tool
Patch management:
Prepare and review the Release & Rollback Plan based on the applicable SAN's
Prepare and publish the Patch management calendar for servers
Verify that all reported vulnerabilities found reported and patches are released as per SLA
Audit Compliance:
Maintain the compliance in both internal and external audits
Ensure alignment to ISO 20000 / ISO 27001 standards
Key resource in the ISO certification for Manila Center
Infosec Management:
Implement Device/Host security (as per Infosec guidelines) and stability at the enterprise level
Ensure compliance of documents as per Firstsource standard.
Other Responsibilities:
Effectively participate in the weekly IT meeting and sharing the updates
Ensure all established processes are being practiced
Own all issues reported during the shift time and track it till closure
Prompt email response to all Manila technology issues
Manage escalations and identify Service Improvement Plans
Ensure that the Center is fully-operational by checking connectivity links, emails, remote virtual desktops, intranet, etc.
Ensure adherence to all SOPs that are being published
Ensure all Technology check lists are prepared, as per the schedule
KNOWLEDGE AND SKILLS (ESSENTIAL)
Problem solving skills
Good communication skills
Qualifications
Minimum Requirements
BS Graduate or at least 2 years College in IT related courses
2-3 years work experience in BPO/ITO industry (on the required role)
Firstsource Solutions
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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Firstsource Solutions
About the company
Business Development Executive (Workplace Technology Solutions)
DVI Solution
MetroManila, ManilaAgreement
Position Executive - technology recruited by the company Firstsource Solutions at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on Executive - Technology or Firstsource Solutions company in the links above
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