it service management Administrator - level iiiArch Global Services

Responsibilities
Oversee the team responsible for Incident, Change and Problem management. Implement or improve associated processes within these areas
24x7 monitoring of critical business applications
Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of problem management process
Conduct RCA meetings, document action items and check for progress. Coordinate between various support teams to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem tasks to prevent recurrence. Present RCA and remediation plans to Leadership Team and other Executive stakeholders
Establishes service level objectives for IT Operations and ensures they are communicated, executed and met
Develops the disaster recovery plan for IT Operations and ensures it is communicated, rehearsed and measured
Work closely with Infrastructure support teams, product owners and 3rd party vendors
Own the critical montiroing tools and infrastructure
Enable proactive monitoring capabilities to identify the issues
Manages Arch IT Operations function to prescribed SLAs and defines new valuable quality measurements.
Responsible for the operation and long term vision for our operational capabilities.
Manages the department cost center including budgeting, monitoring approvals, expenses and cost variance reporting. .
Develops and maintains relationships with external vendors and monitors or adopts product roadmaps related to IT Operations.
Owns, operates and enhances the Arch ITIL platform for service,incident and change management.
Manages the Major incident management process for the AIGI.
Develop metrics and reporting program to demonstrate continuous improvement, reliability and availability of IT systems and operations.
Manages staff to accomplish results through effective recruitment, selection, training, development, performance management and recognition.
Required Skills/Experience
Thorough knowledge of ITIL service managemet and experience
Experience with various monitoring tools including Splunk, Dynatrace, Solariwinds,New Relic etc.
Hands-on knowledge with linux and windows systems
Considerable knowledge of all operations lifecycle phases (e.g., requirements definition, risk management, implementation, deployment, maintenance)
Expertice with automation and cloud technologies
Knowledge and understanding of the business processes and employees work patterns the technology supports, to help prioritize and develop decision making criteria for major projects.
Strong knowledge of optimization and full utilization of technology supported, including a solid understanding of technology capacity and limitations.
Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors.
Effective Customer service, leadership and team motivational skills.
Excellent problem solving, diagnosing and troubleshooting skills.
Incumbent may be asked to perform other duties as required.
Education
Required knowledge and skills would typically be acquired through a Bachelor's degree in Computer Science, Engineering or related degree plus 8-10 years of directly related experience.
The Company
Arch Global Services offers competitive pay and a comprehensive benefits package. Additionally, Arch is committed to helping its associates create what's next by providing access to a variety of programs supporting your professional development and a culture that encourages innovation, collaboration and professional growth. We seek talent that thinks innovatively, values collaboration and will go the extra mile to serve our customers and develop our company. We also have a little fun along the way, check out our .
Arch Global Services

Quezon City, Metro Manila
Permanent
Full-time