it Operations - cloud engineer (midlevel)Umpisa Inc.

At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub.
 
Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.
 
We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.
 
IT OPERATIONS - CLOUD ENGINEER (MIDLEVEL)
 
Essential Skills:
Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity
Strong communication skills
Strong problem solving and analytical skills
Excellent problem-solving ability
Would like to work as part of a self-organizing Scrum team in a scaled agile framework
Must be a self-starter and loves to collaborate with the team and client
About IT Service Management Team
 
The ITSM Operations Specialist role is part of the wider IT Service Management (ITSM) team. The IT Service Management team is responsible for managing Core IT systems like identity management, authentication and authorization, collaboration and communication tools; managing user access and permissions for these systems, and on-boarding line of business SaaS as well as in-house developed applications to identity management, authentication and authorization systems; procuring new software and hardware and integrating them with ITSM processes; onboarding new users to our IT systems; and providing IT support to our internal users for hardware/software/access issues.
 
Your Responsibilities
 
This ITSM Operations Specialist acts as the first-level support for incoming user requests and issues for all core IT systems and is the face of the ITSM function to the rest of the organization. In this role, you will:
Execute day-to-day changes to IT core systems and act on user requests (e.g. user on/off boarding, access grant/revocation) following defined processes.
Handle incoming user support requests, triage them, solve them remotely if possible and forward them to on-site support if not.
Investigate user requests that don't fall into pre-defined request types, capture needed details, and escalate requests that don't fit into existing request types to ITSM for custom handling or developing a new process.
Desired Skills
IT Support knowledge and either past experience of IT Support (for Mid level) or a technical degree in IT (for Junior/Mid level).
Strong communication, organizational, and time management skills.
Excellent customer service skills
Work set-up: Remote (work-from-home)
 
Perks and Benefits:
Health Benefits (HMO)
Training Benefits
Engagement and Activities
Paid Time Off (SL/VL)
13 Month Pay
Restday: Saturday and Sunday
Time of Work: 9 AM - 6 PM
 
NOTE: The list of qualifications is a guide. Best case if the candidate possesses ALL the required/desired criteria, but then again this is a GUIDE.