incident Management directorAlorica Teleservices, Inc.

Ensure that processes related to Critical Incident Management is done in accordance with industry best practices. Ensure that the processes are documented and that these processes are managed to effectively. Summary: Ensure that processes related to Critical Incident Management is done in accordance with industry best practices. Ensure that the processes are documented and that these processes are managed to effectively deliver the required performance and availability. Work with other Alorica Technology leaders and technical staff to develop solid approaches to drive stability and to keep Mean Time To Repair (MTTR) down. Develop and promote automated recovery procedures to minimize downtime. Responsible for managing effective stakeholder and regulator communications during critical incidents. Provide thought leadership for developing innovative operational tools which will help promote higher system availability such as SolarWinds tool for notifications. Actively participate in incident calls and bridges to ensure quick service restoration and effective root cause analysis, remediation and communication. This position will have a direct reporting line to the VP of the Incident Management function. Is a subject matter expert in business continuity and incident management response, for a diverse workforce that is engaged with customers and merchants, in a fast-paced environment requiring adoption of an ever-changing business operation under the Alorica BPO business model. Is a visionary, strategic thinker, and implementer of ideas that materialize into action. Serve as a champion of best practices and educate others, inform of policy changes and requirements, understands the importance of risk controls and associated tools that provide intake of incidents and issues, and is familiar with Service Now, Power BI and other reporting tools. Resource for this function must have the ability to take on other tasks as assigned by the direct leader and should be on-call 24x7. Duties & Responsibilities: Change agent with demonstrated ability to lead and drive results. Requires technology vision, business skills, and proven leadership for developing, implementing and supporting IT solutions. Possesses and applies a comprehensive knowledge of the following: - Leadership and management principles. - Focused on driving results through the Incident Management team by leading the team through transition Applies advanced level skill in techniques and tools related to the following: - Leadership. - Collaboration/leveraging skills in a geographically dispersed and culturally diverse business. - Initiating innovation and change. - Planning, analyzing, and evaluating programs and services, operational needs, and fiscal constraints. Develop and optimize the processes, procedures, and artifacts to standardize and efficiently manage incidents, i.e. playbook, top customer knowledge, escalation contacts, process flows, etc. Responsible for driving the development and deployment of tools used for incident handling, monitoring, and communication, i.e. internal notification tool, status dashboard, etc. Management of the development and refinement of internal/external communication processes and materials, i.e. incident reports, support notifications, status dashboards, formal communications, etc. Incorporate internal and external feedback into the overall incident management strategy, processes and tools and drive messaging to executive leadership Develop and maintain key operational artifacts, documents, and processes to drive scalability and standardization of incident management process Management of all incident management initiative(s), facilitating working sessions with the core team, managing the overall plans and workstreams, and preparing materials for executive-level discussions Partner with cross-functional teams to optimize incident management process for all business units and solutions Responsible for partnership across functions to drive product and technology improvements to restore service efficiently and quickly Ownership of high priority incidents and escalations ensuring all processes and downstream actions are followed Assist in the development of metrics to monitor operational resilience and readiness and prepare reporting to key stakeholders Actively participate in initiatives to enhance and define new operating performance and risk metrics along with KPIs and CPIs Produce and present Incident Management's performance to the executive level leadership Interfaces - Proactively strive to enhance the efficiency and effectiveness of all work flow interfaces to exceed established business goals and objectives Develop partnership with Executive management, internal departments, and external contacts Continuously evaluate interfaces with other departments, divisions, and the efficiency and effectiveness of work flow between areas of responsibility Identify processes where improvements can be made and take timely action Perform quality review of services being provided identifying trends indicating the need to revise existing methods and procedures Continuously remain educated on processes and procedures to identify obstacles to meeting business needs Employee Development - Coach, develop, and mentor subordinates to achieve quality performance Assist staff with establishing and attaining career development goals Ensure that employee training is effectively conducted for all positions throughout assigned area of responsibility Conduct formal appraisals and performance reviews Comply with Equal Employment Opportunity/Affirmative Action (EEO/AA) guidelines; Understand and support AAP policies and goals Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff Budget Assistance - Assist with reviewing all charges and ensuring they are accurate for respective portion of annual budget Review the monthly variance reports resolving any discrepancies Assist in projecting department staffing levels necessary to meet customer expectations Assist with staffing level projections necessary to meet customer expectations Ability to understand and work within set deadlines. Ability to direct and motivate others in a team fostered environment. Aggressive and exhibit strong attention to detail. Ability to maintain the highest level of confidentiality. Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment. Ability to adapt to a flexible schedule and must be on-call 24x7. Excellent interpersonal, written, and oral communication skills. Ability to work in a team fostered environment. Accountable for all decisions, actions, and directives with respect to job responsibilities.
Monster

Metro Manila
Permanent
Full-time