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Asst. Manager, Information Technology in CEBU, PH at Concentrix

Date Posted: 2/20/2018

Job Snapshot

  • Employee Type:
  • Location:
    CEBU, PH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Account IT Roles & Responsibilities

Ensures that reported incidents are properly recorded, including the resolution performed (RCA) and post mortem reports.
Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved.
Escalates unresolved incidents/service requests to other pre-identified support groups and to client IT team when deemed necessary.
Maintains regular linkage with the key business users to remain in the loop on day-to-day operations issues and status.
Provides BRC team sanitized updates during Severity 1 outage situations.
Participates, leads, executes and/or coordinates special projects as determined and assigned by the Team Leader.
Analyzes impact, risk and effort needed to implement a change request. This includes coordination and verification from different support groups and secure client sign-off when needed.
Participates in the change review meetings.
Coordinates with Operations and other IT groups to ensure seamless project or change implementation. Activities include:
Infrastructure and Application testing.
Meetings with IT Support team and Operations.
Management of IT related tasks with respect to the change being implemented.
Assist in Business Continuity Planning and Disaster Recovery simulation activities.
Regular review of Internal audit and security control points.
Shields the business from the complexities of other IT groups by being the Single Point of Contact of business operations for any IT-related matters.

Job Requirements

Education and Relevant Work Experience
- Candidate must possess at least a Bachelor's/College Degree in Engineering. (Computer/Telecommunication),
Science/Information Technology or equivalent.
- At least 5 year(s) of working experience in the related field is required for this position.
- Excellent Communication Skills – Written and Oral.
- Experience of working in a shared services organization is an advantage.
- Experience in Service Management is an advantage.
- ITIL On-the-Job Exposure and Certification is an advantage.
- Proven high performance in a team environment is required.
- Be a self-starter and can move forward to overcome issues and problems with minimum supervision.
- Must have proven efficiency in basic systems problem resolution through effective interface and communication.
- Possesses a good understanding of business processes and how they integrate within application handled.
- Must have proven efficiency in utilizing general office applications (MS office applications) and communication tools
(Email Clients, Corporate Instant Messaging).
- Has a good command of the English language and application of appropriate vocabulary and rules of grammar.
- Must be well-organized and highly efficient in working in a multi-tasking dynamic environment.
- Have strong leadership skills, passion for quality and ownership in accomplishing challenging goals.