Manager, Technical Support - Muntinlupa City, NCROptum
Workplace: MetroManila, Manila
Salary: Agreement
Work form: Full time
Posting Date: 09/11/2025
Deadline: 30/10/2020
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Posted on 29 September 2020
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Operational Responsibilities:
Create, manage and maintain technical service desk process and ensure that standards are followed
Centralized Communication - Spot Checks on Analysts to make sure they are up to date on Process and Announcements
Apply IT project management skills to coordinate and watch over service desk team's projects as they support technical task execution
Lead day to day Operations reviews of IT services covering Customer Satisfaction, SLA performance, Operational metrics (AHT, ACW, ASA, FCR, Quality Scores, CSAT, NPS, Ageing tickets, Tickets quality etc.)
Work with work force management to plan and publish monthly shift schedules for the service desk analyst
Ensure and regulate adequate manpower on floor to ensure transactions (In-Bound calls) are handled adequately including but not limited to activities to prevent escalations and work pile up and back log clearance
Monitor critical and high priority incidents to ensure the Service Level Agreements are met
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
People/Performance Management Responsibilities:
Define, develop and manage KPIs through process compliance and building dashboards
Lead and develop the Service Desk L1.99 resources while coaching and mentoring on periodic basis, responsible for WFM Intakes, Payroll, and Day to day operations
QA - Work with Quality Assurance team and participate in call calibrations workshops
QA - Monitor minimum of 2 calls/Transactions Per Analyst/Month and Output should be an input for QA to increase the Rigor on Agents identified as Risk/Red
Knowledge Management - Responsible for Monitoring the effectiveness of usage of Knowledge
Training - Performs resource development activities through gap analysis, TNI (Training Need Identification) and discussion with Product/Tower lead
Defining IDP for Analyst - Proper issuances of corrective actions and performance improvement plan to an analyst if needed
Publish Rewards and Recognition for Top Performers
Service Excellence/Continuous Improvement Responsibilities:
Identify and implement Service Desk best practices that will be adopted by the organization
Inspire continuous improvement for Clinical Service desk processes and initiatives
Work closely with foundational capabilities team continually driving operational excellence, thus Drive continuous process improvement
Publish analyst score cards, identify low performers, conduct monthly 1X1's, Coaching and mentoring sessions
Business and Strategy Management Responsibilities:
Work with the service desk leaders in building the strategy, creating respective policies and implementing them
Aware and understand business direction and KPIs (Agent Scorecard)
Manager Effective Index/Employee Effective Index
Requirements
Required Qualifications:
14+ years of experience in BPO/Service Desk teams/running an IT Service Desk Operations function in medium to large corporations, with a minimum experience of 5 years as people manager, handling 20+ direct and indirect reports
Experience in Service Management using ITIL, ITSM framework, Vendor and SLA management, handling incidents, Requests, Problems and MIM
ITIL V3 or V4 foundation
Experience as a project manager, capable of creating effective delivery strategies and managing priorities in a fluid and dynamic environment, including a strong ability to multi-task and take ownership of the current IT processes from the get-go
Strong orientation to Technology Service Desk Operational prerequisite, e.g. Metrics, KPIs, and associated reporting
Robust troubleshooting and strong analytical skills with demonstrated problem solving ability
Flexibility to work outside normal business hours, as well as the ability to work under broad direction and minimal supervision
Extremely effective communication skills, both written and verbal, and are energized by interacting with people and building relationships
Understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues
Proven ability to operate in an extreme high pressure dynamic fast paced situation, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
Preferred Qualification:
2 intermediate certifications
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Manager, Technical Support, Tech Support, Contact Center, Call Center, BPO, Business Process Outsourcing, Service Desk, ITIL, ITSM, Alabang, Muntinlupa City, NCR, National Capital Region
Skills / Software
Software EngineeringjQueryData ScienceWeb DevelopmentNode.jsJiraAngularJSRuby on RailsBootstrapASP.NET
Working Location
Manila, Philippines
Job Description
Bossjob
Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)
Operational Responsibilities:
Create, manage and maintain technical service desk process and ensure that standards are followed
Centralized Communication - Spot Checks on Analysts to make sure they are up to date on Process and Announcements
Apply IT project management skills to coordinate and watch over service desk team's projects as they support technical task execution
Lead day to day Operations reviews of IT services covering Customer Satisfaction, SLA performance, Operational metrics (AHT, ACW, ASA, FCR, Quality Scores, CSAT, NPS, Ageing tickets, Tickets quality etc.)
Work with work force management to plan and publish monthly shift schedules for the service desk analyst
Ensure and regulate adequate manpower on floor to ensure transactions (In-Bound calls) are handled adequately including but not limited to activities to prevent escalations and work pile up and back log clearance
Monitor critical and high priority incidents to ensure the Service Level Agreements are met
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
People/Performance Management Responsibilities:
Define, develop and manage KPIs through process compliance and building dashboards
Lead and develop the Service Desk L1.99 resources while coaching and mentoring on periodic basis, responsible for WFM Intakes, Payroll, and Day to day operations
QA - Work with Quality Assurance team and participate in call calibrations workshops
QA - Monitor minimum of 2 calls/Transactions Per Analyst/Month and Output should be an input for QA to increase the Rigor on Agents identified as Risk/Red
Knowledge Management - Responsible for Monitoring the effectiveness of usage of Knowledge
Training - Performs resource development activities through gap analysis, TNI (Training Need Identification) and discussion with Product/Tower lead
Defining IDP for Analyst - Proper issuances of corrective actions and performance improvement plan to an analyst if needed
Publish Rewards and Recognition for Top Performers
Service Excellence/Continuous Improvement Responsibilities:
Identify and implement Service Desk best practices that will be adopted by the organization
Inspire continuous improvement for Clinical Service desk processes and initiatives
Work closely with foundational capabilities team continually driving operational excellence, thus Drive continuous process improvement
Publish analyst score cards, identify low performers, conduct monthly 1X1's, Coaching and mentoring sessions
Business and Strategy Management Responsibilities:
Work with the service desk leaders in building the strategy, creating respective policies and implementing them
Aware and understand business direction and KPIs (Agent Scorecard)
Manager Effective Index/Employee Effective Index
Requirements
Required Qualifications:
14+ years of experience in BPO/Service Desk teams/running an IT Service Desk Operations function in medium to large corporations, with a minimum experience of 5 years as people manager, handling 20+ direct and indirect reports
Experience in Service Management using ITIL, ITSM framework, Vendor and SLA management, handling incidents, Requests, Problems and MIM
ITIL V3 or V4 foundation
Experience as a project manager, capable of creating effective delivery strategies and managing priorities in a fluid and dynamic environment, including a strong ability to multi-task and take ownership of the current IT processes from the get-go
Strong orientation to Technology Service Desk Operational prerequisite, e.g. Metrics, KPIs, and associated reporting
Robust troubleshooting and strong analytical skills with demonstrated problem solving ability
Flexibility to work outside normal business hours, as well as the ability to work under broad direction and minimal supervision
Extremely effective communication skills, both written and verbal, and are energized by interacting with people and building relationships
Understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues
Proven ability to operate in an extreme high pressure dynamic fast paced situation, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
Preferred Qualification:
2 intermediate certifications
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm)
Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Manager, Technical Support, Tech Support, Contact Center, Call Center, BPO, Business Process Outsourcing, Service Desk, ITIL, ITSM, Alabang, Muntinlupa City, NCR, National Capital Region
Skills / Software
Software EngineeringjQueryData ScienceWeb DevelopmentNode.jsJiraAngularJSRuby on RailsBootstrapASP.NET
Working Location
Manila, Philippines
Job Description
Bossjob
Other Info
Manila City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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