Global Application Support Leader
Willis Towers Watson
Taguig, Manila
6h ago

Our business is undertaking an exciting growth initiative and we are building a team to develop a scalable and efficient technology platform to commercialize some of our latest inventions.

The platform will make use of our ongoing collaboration with Microsoft on Quantum technologies. The platform will be largely based on Azure but will need to tightly integrate with the Windows client.

We are looking for an exceptional Global Service Management Leader to contribute to the success of this high impact strategic initiative for our business.

Specially helping us create an offshore operation in Manilla that can provide 24 / 7 support

to our customers and clients.

The functional line manager will be United Kingdom (UK) based but there will be a matrix line management to the current Manilla Operations team.

The Role

  • The Main responsibility is to create a new start-up offshore Support Centre in Manilla to initially provide Level 1 and 2 application support for three (3) new products being released within Willis Towers Watson (circa 50 but could lead to a 90K population) and later to the external market.
  • Manage the recruitment process & attraction campaign to assess / select and onboard twelve (12) FTE which cover Support Analysts, Team Leaders and Cloud Operations roles.
  • Develop a scalable Global Service Delivery Model and associated processes that supports the three (3) new products in line with our existing IT Service Management framework.
  • This will be evolving with changes to our business model and development of latest technology.

  • Line management of team which will include developing performance objectives in line with the company values, Investment Risk and Reinsurance Head Quarter’s business objectives and specific operational targets.
  • Manage the team’s 24 7 rotating shift schedule adjusting to consider business demands and changes.

  • Develop product knowledge materials and translate to training guides as part of competency & upskilling program for the team.
  • Continuously develop to take into account of further knowledge as support moves from UK to Manilla.

  • Build strong relationship with a global team mainly based in the UK / Australia but as products are released this will move to a more global basis as key business functions and stakeholders are integrated.
  • Work and communicate effectively with colleagues, end-users, clients and various business functions.

  • Participate in sprint planning meetings, daily stand-ups and sprint retrospectives, striving to continuously improve the team velocity, its processes and operational practices.
  • Manage in an agile environment and utilize best practices to manage the operation so its consistent with the software development lifecycle Application helpdesk, covering both internal and external users.
  • Provides technical support to the organization’s internal / external users of computer applications and hardware (e.g., PCs, servers, mainframes).

    Installs and tests new software and upgrades and makes software available to technical users. Ensures that standard software images are installed, properly configured, regularly updated and working properly on developer PCs and servers.

    Answers questions regarding system procedures, online transactions, systems status and downtime procedures.

  • Collaborates with network services, software systems engineering, and / or application development in order to restore service and / or identify problems.
  • Maintains a troubleshooting tracking log ensuring timely resolution of problems. Includes first and second level help desk support.
  • Typically located within a call center or Help Desk Support hub.

    The Requirements

  • 5+ years’ experience of leading and managing people as a support or operational team leader
  • Relevant experience in setting-up and onboarding new global support teams
  • Experience in conducting product knowledge transfer globally
  • Experience of working across multiple time zones / countries and in a matrix environment.
  • Excellent written and oral English communication skills
  • High level of confidence in dealing with clients and colleagues of different nationalities / cultures
  • Qualified in a relevant Service Management qualification or has 5 + years hands on experience
  • Knowledge of ServiceNow, Microsoft Azure or similar technologies.
  • Advantageous for the position but not essential
  • University Degree holder
  • Certification in Information Technology Infrastructure Library (ITIL) Service Management
  • Agile or qualification in Microsoft technologies like Azure
  • Willing to work on shifting schedules
  • Equal Opportunity Employer

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