operations support services SupervisorTASQ Staffing Solutions

Job Title: Operations Support Services Supervisor
Division / Department: Information Technology
Location: Philippines
Reports To: IT Manager
GENERAL DESCRIPTION: The OSS Supervisor will be responsible for coordinating technology related support needs between IT and operations/delivery functional groups. OSS leverages extensive organizational skills via phone, web, email, chat, and other support channels. OSS Team will Coordinate with Client (External), Collaborate with various business groups (Internal) and Engage the right resource from IT to fulfil the requirement. Team is responsible for Incident Response Management, Problem Management, Change Management, Contact Center Management, Client Coordination and New Process Setup.
Essential Functions
Maintain a proper balance between IT and Ops group by providing structured communication
Manage the Incident Response Process and follow the guidelines defined in the SOP
Coordinate with the client for Updates, Maintenance and Outages
Maintain overall ownership of all client issues and maintain regular coordination with the internal and external group
Coordinate with Ops Leadership group for Outages, New requirements, Change in Seating arrangement, Change is staffing from IT Support perspective.
Coordinate with NOC Team to review the Infrastructure Health Status and share the details with Leadership Group
Conduct Monthly Inter department meet for IT Needs and Updates
Organize BCP DR Drill Activities, provide updates on the Event Dashboard
Prepare Weekly and Monthly reports of all activities and planning, share with the IT Management Group
Record Incident Resolution (RCA) in the system, keep it on the share drive and communicate it to all stakeholders.
Manage the SEV Bridges Ops and Technical, provide the regular updates on the bridge and Coordinate with Technical
Facilitate Change Management Event, coordinate with Ops Group for the testers and involve in Client related Maintenance and Change Events
Perform Postmortem Analysis of the reoccurring issues
In charge of Contact Centre Operation management, provide update to the client and channel partners
Update Event Dashboard (Global Updates for Incidents and Changes) and use Alert Media to send notification to Leadership and functional group.
Secondary Functions
Must provide mentoring and training to other staff members
Strong writing skills to maintain the documentation
Self-motivated, enthusiastic, and able to handle multiple support cases
Customer-oriented, and capable of providing high levels of client satisfaction
Knowledge on ITIL tools (ServiceNow)
Education and/or Experience
Graduate and Equivalent Degree in Information Technology
5+ years' experience in technical operation support
Knowledge of the ITIL framework & philosophies including Incident, Problem & Change Management
Good working knowledge of Office products (MS Word, MS Excel)
Analytical/Interpersonal Skills
Excellent communication skills
Fluent in English: written, verbal, and comprehension
Must be able to exchange information with all levels of internal and external customers
Sets priorities, based on workload, using past experiences as a guideline
Makes self-available to other staff members as a source of information
Must have strong collaboration skills and ability to partner across IT and the business units
Ability to work on a variety of tasks in parallel
Flexible in 24/7 Shifts
TASQ Staffing Solutions

Quezon City, Metro Manila
Permanent
Full-time