network and communication center Operations ManagerJT International (Philippines), Inc.

Job Description
We're JTI, Japan Tobacco International, and we believe in freedom.
We think that the possibilities are limitless when you're free to choose. We've spent the last 20 years innovating and creating new and better products for our consumers to choose from. It's how we've grown to be present in 130 countries, and how we've grown from 40 to 4,000+ employees in the Philippines since 2009.
But our business isn't just business, our business is our people. Their talent. Their potential. We believe that when they're free to be themselves, to grow, travel and develop, amazing things can happen for our business. That's why our employees, from around the world, choose to be a part of JTI. It's why 9 out of 10 would recommend us to a friend, and why we've been recognized as INVESTORS IN PEOPLE in the Philippines
It's the perfect moment for you to #JoinTheIdea. We're opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.
WHAT WILL YOU DO - RESPONSIBILITIES:
Incident Management and Support:
Ensure that all telecom services are up and running, incidents are reported to service providers on timely manner with right priority and resolved within committed Service Level Objective or being escalated properly for resolution within the different layers of escalation process.
Provide support and ensure resolution on timely manner for the incidents or problems assigned to the Team.
Take Tier-2 expertise support role within the escalation process in case of complex incidents / problems.
Crisis Management:
Manage / Coordinate the whole troubleshooting process within crisis situations to get issues resolved on timely manner and minimize the business impacts.
Ensure awareness of IT senior management and provide frequent reporting.
Change Management and Operational Readiness:
Evaluate the operational compliance and eventually accept / reject readiness and availability of all new services delivered or changes implemented in production before service readiness announcement.
Manage / Coordinate all routine change requests initiated by the providers or configuration changes initiated by internal JTI customers.
Ensure all network service components have latest possible software in accordance with Software and Patch Management Policy
SLA Management:
Ensure SLA compliance of all service providers. Review, evaluate Provider's SLA reports and take required improvement actions.
Provide input to the Operations Team Lead for regular internal SLA reporting.
As part of a global Team, contribute to the quality of the internal I&O Dashboard that's built in Service Now and monitor/take action that KPIs are not violating the agreed thresholds.
Capacity Management:
Monitor performance of all services and make recommendations to the Service Delivery Team for further review and recommendations to the customers.
WHO ARE WE LOOKING FOR - REQUIREMENTS:
University degree in Computer Science or equivalent.
Strong IT Telecommunication background. Project and program management.
Proven experience in operating enterprise-wide solutions in Telecom environment in the areas of Data, Voice and Video Networks, Remote Access, IP Telephony, Call Centers, Intranet / Internet and related security services. Problem, Change and Crisis Management experience.
SLA monitoring and reporting. Working / Managing service providers.
Ability to work in multicultural environment. Experienced in service delivery and communication with customers as being member of a customer facing organization.
Specific knowledge of/work experience with Cisco (IOS), FortiGate, F5 Big IP, HPE(Aruba) and Ivanti Pulse Secure is a plus.
Incident, Problem and Change Management
SLA Management / Reporting
Service Provider / Customer Relationship Management
Ability to work in multicultural and geographically dispersed environment
Solid communication and crisis management skills
WHAT'S IN IT FOR YOU
Work in JTI GBS Philippines Taguig
Be covered with medical insurance and HMO upon hiring, with HMO dependent coverage and medicine allowance
Receive bonuses and cash allowances such as meal and transport allowance
Have access to over 200 company training
Well-being programs for employees
Opportunities for your career growth
Recreational facilities in the office - Videoke, billiard and table tennis
Be part of a truly international and diverse company with over 40,000 employees in 130 countries
Experience the culture of an Investors in People certified company
Find out why 9 out of 10 employees recommend us to a friend
Understand why 9 out of 10 employees say they feel free to be themselves