DNA L1 Support for iBPS NA (Associate Professional, Business Systems)
Ingram Micro
Taguig City, Philippines
3d ago

Description

Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions.

With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates.

We continue to strategically expand our global reach with 32 acquisitions since 2012.

The DNA L1 Technology Support (Associate Professional, Business Systems) is responsible for monitoring and providing Level 1 global production support for the workflow, digitalization, and automation solutions (apps, bots, macros, BPMS, etc.).

This includes incident and request management to identify specific teams to handle the permanent fix of the tools being maintained.

This also includes user access management, initiate, and drive critical incidents for the appropriate GIT or DNA developers’ team to find solution, create reports driven by incidents, and monitoring of systems.

The role is to provide Level 1 technical support, ensures a Level 2 or Level 3(development team) support will be able to handle reported bugs and request for change on the systems governed by DNA.

The role only entails management on front end of the tool and does not require code handling and development.

What You Bring to the Role :

  • INCIDENT MANAGEMENT (35%)
  • INCIDENT MANAGEMENT (35%)
  • SYSTEM MONITORING (30%)
  • The Ideal Candidate must have the qualifications :

  • A. / B.S. in Computer Science, Business, or in a related field
  • At least one-year functional experience
  • Entry level Production support of any system
  • Beginner experience or knowledge on IT Service Management
  • Technical Knowledge & Skills :

  • Entry level experience in product management or project management would be an advantage
  • Entry level experience on utilization of IMServe would be an advantage
  • Advanced MS Office Skills including PowerPoint, Visio, Excel, etc.
  • Foundational knowledge on automation, SQL, html or CSS, or Java would be an advantage
  • Customer and Industry Knowledge :

  • Entry level knowledge and understanding of customer support, service management and different systems.
  • General understanding of technical, cost, risk and business implications of potential decisions on other projects and client needs and incorporates these into recommendations
  • This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.
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