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Manager II, IT Operations Help Desk in Quezon City, NCR at Concentrix

Date Posted: 3/27/2018

Job Snapshot

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Job Description

Roles & Responsibilities:
ü  Manage the Global Helpdesk team
ü  Manage the overall desk activities, including the supervisors
ü  Act as a further escalation point for the supervisor(s)
ü  Take on a wider customer service role
ü  Report to senior managers on any issue that could significantly impact the business
ü  Attend Change Advisory Board meetings
ü  Take overall responsibility for incident management and request fulfillment on the Service Desk. (This could also be expanded to any other activity taken on by the Service Desk – e.g. monitoring certain classes of event)
ü  Drive discipline to the adherence to response & resolution SLA’s
ü  Drive automation initiates to improve efficiency and drive overall tickets count
ü  Support BRC / Systems Availability Managers to ensure High availability of global IT systems
ü  Driving the efficiency and effectiveness of the outage incident management process
ü  Producing systems availability management information, including KPIs and reports
ü  Monitoring the effectiveness of outage incident management and making recommendations for process improvement
ü  Ensuring Root Cause Analysis (RCA) is robust, complete and accurate for outages
ü  Ensuring that all IT teams follow the incident management process for every incident. Reviewing and auditing the outage process for compliance and adherence by the IT organization.  Raise non-compliance to management.
ü  Support all internal & external client audits
ü  Review with Senior management
Desired Skills:
ü  Excellent verbal and written communication skills. Capable to understand cause of issue and resolution actions and writing up in Business language for executives to understand.
ü  Strong networking background (preferably a diploma/degree in Networking)
ü  Should be willing to work in shifts, willing to work in scheduled time and flexible hour.
ü  Overall should be a good team player with willingness to learn and drive to achieve.
ü  Good Excel skills and reporting knowledge.
ü  Should be able to drive Continuous Improvement in process.
ü  ITIL certification is must
ü  Deep expertise of Remedy, Solar winds monitoring tool, Lync, collaboration tools, dashboard.

Job Requirements

ü  Graduate with Diploma/Certificate in Information Technology
ü  Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)
ü  Certifications & Specializations
o   ITIL V3 / ITIL Advanced (Must)
o   Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional (Preferred)
ü  8-10 years in industry, in Leading resolution, escalation with technical, executive’s resources, vendors and clients account managers
ü  Leader in managing the required support people 24 x 7 for Infrastructure, Network, Servers, DB, Application, Logical & Physical Security, business continuity, management of crisis incidents
ü  5 years’ working experience in IT Service Desk / Helpdesk
ü  2 Year’s working experience as Helpdesk Manager