it asst manager - directly consumed ServicesUnilever

Background The Directly Consumed Services IT Analyst (Infra) is responsible for the successful delivery of operational activities by the Global & Local Service Providers across the service lines in the market. This person ensures employees and partne Background The Directly Consumed Services IT Analyst (Infra) is responsible for the successful delivery of operational activities by the Global & Local Service Providers across the service lines in the market. This person ensures employees and partners are compliant to the processes and policies governed by the different service level agreement (SLA) of the following: Employee Experience Customer Operations (Print, Business Connectivity and Troubleshooting) Communication Services Server Infrastructure Information Security Factory Cybersecurity The role requires to work in partnership with the Global Leads of the above Service Lines as well as in-country Service Provider representatives. The key elements of the job involve planning and conveying country requirements, monitoring, and resolving problems and incidents at the market level, agreeing to and coordinating transformation programs aimed at reducing costs and improving efficiency on the service lines assigned. In addition, the IT Analyst (Infra) for DCS will support the IT Manager - DCS in representing IT in the area of responsibility and manage delivery of out-of-scope services. Main Purpose of the Job: Main Accountabilities: Responsible on scrutinizing the network design and ensure implementation is accurate with the partners that includes project management for any new business requirement. Ensure issue resolution by the Service Providers of all operational and performance related issues in accordance with the agreed SLA for the assigned Service Lines as underpinned by the definition thereof in the respective Agreement. Is also actively involved with the in-country Service Provider representative. Attends monthly/quarterly performance management reviews with the Service Lines. Analyses the quantitative and qualitative data together with appropriate Unilever and Service Provider personnel and escalates issues to the Service Lines. Responsible for escalating any unresolved issues to the operations review. Supports the IT Business Partners and total Market on the requirement for IT Infrastructure as required. Adhere to appropriate Global IT governance and Policies on IT Infrastructure. Key Accountabilities: (Describe the decisions this role is accountable for and the responsibilities/deliverables expected) Responsible for helping in resolving issues with regards to delivery of services and any other activities that involve the market and the Service Provider. Undertake activation of activities for the assigned Service Lines. Ensures the accuracy and completeness of monthly operational reports submitted to the market Raise Service Requests, Incident tickets, RFCs (Request for Change/s)and RMA (Return Merchandise Authorization) for cases requiring action and resolution by regional Service lines and resolver groups and ensure it is implemented in a timely manner and in accordance with the agreed SLA. Provide support on global IT projects by providing the required specific local data and other pertinent information, liaising all required services, assistance and materials with local suppliers, teams and business groups involved. Monitoring/tracking of progress/status of the project. Work with the global and local vendors in delivery of Global Services where appropriate Assists with communication and coordination of status of Urgent and Major Incidents within the Market and understand impact to support resolution of these incidents Ensure the always on services for the users on business connectivity. Undertake Project execution activities to support Local Growth Program Support IT Manager to ensure effective day to day IT Operations. Support software and hardware asset management activities Support procurement of network infrastructure and services as required Experience and Qualifications Required: Standards of Leadership Required in This Role Business Acumen Personal Mastery Agility Passion for High Performance Key Skills Required Professional Skills IT Infrastructure Analysis and DesignFully Operational Cyber SecurityFully Operational Enterprise Computing / Cloud HostingFully Operational Disaster Recovery & Business Continuity PlanFully Operational General Skills IT Project ManagementFully Operational Microsoft Office 365 TechnologiesFully Operational Client/User Experience ManagementWorking Knowledge Change & Risk ManagementWorking Knowledge Incident, Problem & Escalation ManagementWorking Knowledge Service Delivery & Operations ManagementWorking Knowledge IT Knowledge ManagementWorking Knowledge Strong communication skills and ability to work with peers and demonstrate vertical and lateral influence. Relevant Experience: Experience as either a customer or supplier of Infrastructure Services so as to be an 'intelligent customer'. IT Operations experience is required. Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their 'Whole Self' to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
Monster

Taguig City, Metro Manila
Permanent
Full-time