Job Description
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
To manage customer incidents 24X7 and ensure minimal disruption to the service. Speedy Restoration for all incidents. Setting up of Technical & Management Bridge. Verification of completeness & correctness of the information being sent to the customer. To act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results. Assemble the Technical Recovery team once severity 1 outage is declared. Ensure an Action plan / Back Up Plan is created for the restoration within SLA. Ensure timely communication / information flow towards internal & external stakeholders. Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA. To circulate the important reports related to Severity 1 performance as per the instructions
Responsibilities
Establishes policies and guidelines for Problem Identification, Problem Control and Error Control
Drives the efficiency and effectiveness of the Problem Management Process, including regular process reviews and updates to ensure relevance and alignment to the business environment
Drives the quality of Problem Analysis and updates, ensuring updates are provided in a timely manner and include accurate and detailed information about the symptoms, root cause, known error, business impact, CIs affected, actions completed and actions planned
Drives collaboration across different groups, ensuring clarity of the Problem Management process as well as their contributions to help manage the value, outcomes, costs and risks of the services provided
Ensures workarounds are available for Problems that cannot be resolved quickly
Monitors the effectiveness of Problem Management, makes recommendations for improvements and drives the realization recommended benefits
DELIVERABLES
Assisting in the development and implementation of Incident ManagemenT strategies, policies, and procedures.
Supporting the management of Service Level Agreements (SLAs) and ensuring service targets are met.
Coordinating with internal teams and stakeholders to address service issues and ensure timely incident and problem resolution.
Assisting in the management of change requests, ensuring proper evaluation, approval, and implementation of changes.
Assisting in the preparation of Incident Management reports, analyzing performance metrics, and identifying areas for improvement.
KPIs
SLA Compliance: Percentage of SLAs met or exceeded within defined timeframes.
Customer Satisfaction: Feedback and satisfaction ratings from customers on service delivery.
Incident Resolution: Mean Time to Resolve (MTTR) incidents and problems.
Change Management: Successful implementation of changes without major incidents or disruptions.
Team Performance: Productivity and performance metrics of the service delivery team.
Requirements
Work Experience
At least 7-10 years experience in Process Ownership, Service Excellence, Quality Management, IT Operations Management or equivalent
Preferably with ITIL Service Management experience, with associated certifications in ITIL v3 OSA and ITIL 4 Foundations
Preferably with experience in Telco or similar industries
Level of Knowledge
Expert knowledge on industry specific information and processes
Expert knowledge on Process Management, Service Excellence, Quality Management
Advanced analytical and problem-solving skills
Advanced Stakeholder and Escalation management skills
Demonstrated ability to create and manage program and project schedules, budgets
Demonstrated ability in implementing continuous improvement frameworks (i.e. Lean Sigma)
Competency
Leadership
Effective Communication
Customer Orientation and Focus
Strategic Thinking
Learning Agility
Execution Excellence
Functional
Program and Project Management
Strategy Execution
Presentation Skills
Change Management
Operations Management
Critical/Analytical Thinking and Problem Solving
Interpersonal Skills
Globe Understanding
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
To manage customer incidents 24X7 and ensure minimal disruption to the service. Speedy Restoration for all incidents. Setting up of Technical & Management Bridge. Verification of completeness & correctness of the information being sent to the customer. To act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results. Assemble the Technical Recovery team once severity 1 outage is declared. Ensure an Action plan / Back Up Plan is created for the restoration within SLA. Ensure timely communication / information flow towards internal & external stakeholders. Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA. To circulate the important reports related to Severity 1 performance as per the instructions
Responsibilities
Establishes policies and guidelines for Problem Identification, Problem Control and Error Control
Drives the efficiency and effectiveness of the Problem Management Process, including regular process reviews and updates to ensure relevance and alignment to the business environment
Drives the quality of Problem Analysis and updates, ensuring updates are provided in a timely manner and include accurate and detailed information about the symptoms, root cause, known error, business impact, CIs affected, actions completed and actions planned
Drives collaboration across different groups, ensuring clarity of the Problem Management process as well as their contributions to help manage the value, outcomes, costs and risks of the services provided
Ensures workarounds are available for Problems that cannot be resolved quickly
Monitors the effectiveness of Problem Management, makes recommendations for improvements and drives the realization recommended benefits
DELIVERABLES
Assisting in the development and implementation of Incident ManagemenT strategies, policies, and procedures.
Supporting the management of Service Level Agreements (SLAs) and ensuring service targets are met.
Coordinating with internal teams and stakeholders to address service issues and ensure timely incident and problem resolution.
Assisting in the management of change requests, ensuring proper evaluation, approval, and implementation of changes.
Assisting in the preparation of Incident Management reports, analyzing performance metrics, and identifying areas for improvement.
KPIs
SLA Compliance: Percentage of SLAs met or exceeded within defined timeframes.
Customer Satisfaction: Feedback and satisfaction ratings from customers on service delivery.
Incident Resolution: Mean Time to Resolve (MTTR) incidents and problems.
Change Management: Successful implementation of changes without major incidents or disruptions.
Team Performance: Productivity and performance metrics of the service delivery team.
Requirements
Work Experience
At least 7-10 years experience in Process Ownership, Service Excellence, Quality Management, IT Operations Management or equivalent
Preferably with ITIL Service Management experience, with associated certifications in ITIL v3 OSA and ITIL 4 Foundations
Preferably with experience in Telco or similar industries
Level of Knowledge
Expert knowledge on industry specific information and processes
Expert knowledge on Process Management, Service Excellence, Quality Management
Advanced analytical and problem-solving skills
Advanced Stakeholder and Escalation management skills
Demonstrated ability to create and manage program and project schedules, budgets
Demonstrated ability in implementing continuous improvement frameworks (i.e. Lean Sigma)
Competency
Leadership
Effective Communication
Customer Orientation and Focus
Strategic Thinking
Learning Agility
Execution Excellence
Functional
Program and Project Management
Strategy Execution
Presentation Skills
Change Management
Operations Management
Critical/Analytical Thinking and Problem Solving
Interpersonal Skills
Globe Understanding
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Submit profile
Globe Group
About the company
Globe Group jobs
Taguig ,
Position manager - service Delivery recruited by the company Globe Group at Taguig, Joboko automatically collects the salary of , finds more jobs on Manager - Service Delivery or Globe Group company in the links above