shift leader - it OperationEclaro

Assignment Detail Industry: IT Consulting/Services Job Description Shift Leader - IT Operation QUEZON CITY - ONSITE Hours of Work: As part of a 24/7/365 operation, this is an in Office based shift role. Shift patterns are based on 8-hour/11-hour Assignment Detail Industry: IT Consulting/Services Job Description Shift Leader - IT Operation QUEZON CITY - ONSITE Hours of Work: As part of a 24/7/365 operation, this is an in Office based shift role. Shift patterns are based on 8-hour/11-hour shifts alternating between early and night shifts. Availability for 24/7 on call duty. Job Summary The ITOC Shift Leader responsibilities include leading a team of Analysts in the organization, and operation of the ITOC Global Command center in Chengdu, China. This Shift Leader will lead the ITOC Support Analysts and IT Operations Analysts, and manage activities associated with providing the 24/7/365 support and technical services required to maintain Manulife's infrastructure and applications by identifying, prioritizing, and managing events and incidents including incident status communication to internal stakeholders. Essential Duties and Responsibilities: Ensures the operation is in accordance with the established procedures and practices, that OLA's are achieved and that the service is fully operational 24/7/365. Ensures events and incidents are assessed correctly and that appropriate escalation take place. Monitors the performance of team personnel, reviewing response times, incident and event logs and trends in incidents reported. Initial Incident management responsibility until handover to local incident manager takes place. Ensure effective hand overtakes place between shifts. Prioritizes and manages Service request backlog. Manages the coordination of the activities of the team with responsibility for quality, process compliance and results. Duties common to Team Leadership: Ensure staffing levels and shift patterns are achieved to maintain effective service. Monitor team performance through objective assessment, performance feedback and coaching. Motivate employees to over-achieve and correct performance problems. Develop staff skills and abilities to meet business needs. Actively support company programs and ensure adherence to company rules and procedures. Reporting Relationships: Reports to Manager, IT Operations Center (ITOC) Knowledge and Experience: Very good communication skills / interaction skills with stakeholder community. 4 to 6 years of IT Service Operations experience in a multinational company Operations Support Center, with two or more years of team leader experience. Knowledge of IT Infrastructure and Application Performance monitoring tools. Minimum ITIL V3 Foundation certification. Experience working with ITSM tools, preferably ServiceNow. Bachelor's degree in business or computer science. Good and clear written English language and documentation skills. Flexible to work in shifts to cover 24/7/365 operations. Ability to work under high pressure and flexibility to meet business demands as they arise. Must be willing to work onsite Must be able to work from home (BCP)
Monster

Taguig City, Metro Manila
Permanent
Full-time