Job Description
The position exists to achieve service level standards to propose if needed, service improvements for service-managed corporate accounts by analyzing incidents created across multiple platforms.
QUALIFICATIONS
Bachelor's Degree in Engineering or any IT-related course
Min 1-3 years of Service Management experience
Proficient in Microsoft Office
Good written and communication skills
Technically savvy (pref. with Telco knowledge)
Organizational skill is a plus
Demonstrate management and decision-making skills concerning information system policies, processes, and procedures
AREAS OF RESPONSIBILITY
Creates and distributes performance reports and supplies service-related input to the performance reports as required.
Leads in defining, managing, measuring, and meeting customers expectations. Makes sure it meets the agreed-upon service levels, measuring service performance and recommending actions necessary to respond to problems or improve service.
Maintains ownership, management, and communication of the department's Service Catalogue and prevailing Service Level Agreements.
Handles requests for services that are beyond the scope of the department, including management escalations.
Reviews and recommends changes in service management of the Group/Division's platforms based on minimizing risk and optimizing service availability.
Conducts the regular service level review process which includes the following:
1. Gathering data and preparing reports on service levels
2. Reviewing outstanding actions from previous reviews
3. Reviewing current performance and comparing SLAs and targets
4. Reviewing underpinning agreements and OLAs as necessary
5. Agreeing on appropriate actions to maintain/improve service levels and UCs
6. Periodically analyzing and reviewing service performance against SLAs, OLAs
Ensures high participation of IT teams/support groups and compliance in the incident management process
Monitors high and critical issues to ensure timely completion based on agreed SLA
Protects customer experience by coordinating the problems on network/system/service support groups
Observe levels of escalation to ensure prompt resolution of network/system/service downtime
Identifies problems affecting service levels and coordinates resolution of the identified problems.
The position exists to achieve service level standards to propose if needed, service improvements for service-managed corporate accounts by analyzing incidents created across multiple platforms.
QUALIFICATIONS
Bachelor's Degree in Engineering or any IT-related course
Min 1-3 years of Service Management experience
Proficient in Microsoft Office
Good written and communication skills
Technically savvy (pref. with Telco knowledge)
Organizational skill is a plus
Demonstrate management and decision-making skills concerning information system policies, processes, and procedures
AREAS OF RESPONSIBILITY
Creates and distributes performance reports and supplies service-related input to the performance reports as required.
Leads in defining, managing, measuring, and meeting customers expectations. Makes sure it meets the agreed-upon service levels, measuring service performance and recommending actions necessary to respond to problems or improve service.
Maintains ownership, management, and communication of the department's Service Catalogue and prevailing Service Level Agreements.
Handles requests for services that are beyond the scope of the department, including management escalations.
Reviews and recommends changes in service management of the Group/Division's platforms based on minimizing risk and optimizing service availability.
Conducts the regular service level review process which includes the following:
1. Gathering data and preparing reports on service levels
2. Reviewing outstanding actions from previous reviews
3. Reviewing current performance and comparing SLAs and targets
4. Reviewing underpinning agreements and OLAs as necessary
5. Agreeing on appropriate actions to maintain/improve service levels and UCs
6. Periodically analyzing and reviewing service performance against SLAs, OLAs
Ensures high participation of IT teams/support groups and compliance in the incident management process
Monitors high and critical issues to ensure timely completion based on agreed SLA
Protects customer experience by coordinating the problems on network/system/service support groups
Observe levels of escalation to ensure prompt resolution of network/system/service downtime
Identifies problems affecting service levels and coordinates resolution of the identified problems.
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Converge ICT Solutions Inc.,
About the company
Converge ICT Solutions Inc., jobs
Olongapo City, Central Luzon · 11 September (updated)
Position Service level officer recruited by the company Converge ICT Solutions Inc., at Pasig, Joboko automatically collects the salary of , finds more jobs on Service Level Officer or Converge ICT Solutions Inc., company in the links above
About the company
Converge ICT Solutions Inc., jobs
Olongapo City, Central Luzon · 11 September (updated)