Associate Professional, IT Operations-PH...
Ingram Micro
Taguig City, Philippines
1d ago

Job Description

Position at Ingram Micro

Job Description Template

Section 1 : Identifying Information

Position Title :

Associate Professional, IT Operations

Job code : Grade :

Grade : Date Prepared :

Date Prepared : Reports to :

Reports to : Manager

Prepared by : Department :

Department :

Global Information Systems (GIS)

Business line :

All Lines of Business

Positions reporting to this position

Target team size : Country / City :

Country / City : Manila

Manila

Section 2 : Position Summary

This role is responsible for the monitoring and event management of Ingram Micro's IT infrastructure and applications which includes servers, network, database, web and application systems critical to the business.

Additional responsibilities include incident management and support of daily batch job runs, systems support for all computing infrastructure, and critical incident management.

An entry-level professional individual contributor on a project or work team.Works on projects of limited scope and complexity.

Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

Section 3 : Responsibilities, Supporting Actions & End-Results

Guidelines : List the essential responsibilities, functions and / or activities, provide the supporting actions to describe how the work will be accomplished and provide the desired end results.

List the responsibilities in order of importance and the estimated percentage of time for the responsibility (no one responsibility should be greater than 60% of time or less than 10%).

The most important responsibility is not necessarily the one where the most amount of time is spent.

Major Responsibility : Event / Alert Management

Supporting Actions : Familiarize use of Monitoring tools (Infrastructure and Application Monitoring, Batch Jobs)

Implement monitoring configuration for moderately-critical alerts

Monitor email generated events / monitors and daily batch job runs.

Assign low to medium complexity to junior resources

Prioritize alerts based on threshold levels, severity of warnings

Interpret alerts / events generated from the monitoring tools.

Evaluate alerts that require escalation to vendor.

Perform standard validation steps for each alert. Make critical decisions for situations where there is no standard operating procedure or run book available.

Escalate incident related alerts based on established process

Facilitate bridge calls to triage alert ownership as well as to determine business impact as needed

Stay on top of all alerts, maintenances, incidents which are happening during the shift.

Delegate tools assignments to the associates on shift.

Ensure critical processes are followed.

Escalate to manager as needed.

End Results : Alerts monitored, triaged and escalated accurately within SLA 98%

Percentage : 30%

Major Responsibility : Incident Management

Supporting Actions : Categorize and triage low to high complexity incidents

Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with senior resources as needed.

Reassign to appropriate group once validated and update incident journal

Perform troubleshooting based on standard procedures and runbooks where available. Leverage appropriate resources for any issues which may or may not have any available standard procedure or run book.

Implement the identified break / fix procedure. Inform the incident stakeholder. Document the steps taken to resolve in the incident journal.

Ensure resolution is provided within SLA.

Implement resolution provided by vendor for medium to complex cases.

Participate in High Severity Incident bridge calls

End Results : Incidents resolved within SLA 95%

Percentage : 20%

Major Responsibility : Administrative Tasks

Supporting Actions : Attend and accept handover details from previous shift.

Ensure continuity of efforts on critical alerts, incidents, request, changes. Facilitate continuous resourcing for all ongoing items.

Consolidate all information on incidents, requests, changes, alerts encountered during shift and handover details to next shift to ensure continuous monitoring and resourcing.

Perform any administrative and reporting tasks as delegated by more senior associates

Facilitate training, provide guidance to junior resources on team processes, request, incident and change handling.

Ensure that standard practices are followed

Provide periodic reports (Capacity report, etc.). Review reports and provide assessment as basis for next action, recommendation.

Take ownership of medium complexity reporting requirements

End Results : Compliance and Accuracy of Daily Operations Tasks

Percentage : 20%

Major Responsibility : Service Request Management (REQ)

Supporting Actions : Evaluate service request details for correctness

Determine task requirements and assess if tasks need a senior resource to fulfill. Endorse to senior resource as needed.

Work on medium to high complexity service requests which may or may not have an available standard operating procedure or run book.

End Results : Service Request Fulfillment within expected level of quality

Percentage : 10%

Major Responsibility : Change Management

Supporting Actions : Plan, prepare and secure RFC approvals for low to high complexity tasks

Collaborate with cross functional teams for any RFC requirements which require multiple team effort

Validate steps and ensure comfortability with the steps as indicated in the implementation plan. Request / endorse reassignment of complex tasks / changes to senior resources when necessary.

Provide steps for internal team changes.

Perform risk analysis for low to moderately critical changes.

Implement the tasks as indicated in the technical implementation plan, validate and document necessary information in the RFC

End Results : Changes executed within expected level of quality 90%

Percentage : 10%

Major Responsibility : Service Improvements

Supporting Actions : Create / Update procedures on low to medium complexity routine tasks related to REQ fulfillment and changes.

Create new documentation when needed and endorse to Senior resources for review.

Create / update related documentation on incident management

Capture details of potentially recurring incidents

Conduct periodic incident / alert trend analysis

Conduct initial investigation, raise with vendor when required, seek advice from Senior resources for resolution.

Raise request / change to implement resolution or endorse to appropriate support / applications group for resolution.

Participate in troubleshooting and root cause analysis to help identify the solution and determine next steps to address the issue.

Participate in implementing fix.

Provide periodic updates on assigned problem records.

Participate in monitoring reviews and provide recommendation to support in increasing alert detection and / or reducing false alerts.

End Results : Quantity & Quality / Contribution

Percentage : 10%

Major Responsibility : Project Work

Supporting Actions : Accepts projects as delegated by Senior resources leading the project.Follow procedures on assigned task.

Participate in project meetings / checkpoints.

End Results : Timeline and Quality

Percentage : 10%

Section 4 : DecisionMaking Authority Level

Guidelines : Describe the authority held by the position by listing the main decisions that the position is free to make and explain the decisions that depend on the position’s advice.

Decisions free to make :

Individual Contributor decisions to be made within scope of Major Responsibility Supporting Actions

Explain the decisions that depend on position’s advice :

Example decisions that depend on position’s advice :

Section 5 : Scope / Dimensions

Guidelines : List the main quantitative measures that define the size and scope of the position (headcount, budget, profit dollar target).

Individual Contributor

Section 6 : Job Qualifications and Educational Requirement

4 years working in a NOC (Network Operation Center) or equivalent

Graduate of any 4-year course, preferably IT

Proficient with MS Office Suite (Excel, Word, PowerPoint)

Computer literate

Familiar in the use of Monitoring tools (BMC TrueSight / Tmart, SolarWinds NPM / SAM, BMC Control-M)

Intermediate knowledge of Operating Systems principles, Software Application principles and Network principles

Experience in systems support of Windows and Unix environment

Ability to understand issues related to network and willing to learn network technology

Experience in advanced triage and impact determination

Demonstrated ability to analyze problems and effectively prioritize, resolve and / or escalate as needed

Understanding of hardware and software architectures

Understanding of performance tuning concepts

Experience in monitoring and supporting application batch jobs

Understanding and practice of ITIL concepts and processes

Ability to multi-task and prioritize on multiple initiatives

Good documentation skills

Good systematic troubleshooting skills

Detail oriented, able to work effectively under deadlines in changing environment and perform multiple tasks effectively and concurrently

Able to work independently and with a collaborative team-oriented environment using sound judgment in decision making

Demonstrated competency in support of global systems

Very strong communication skills both written and verbal with strong technical, analytical, and problem-solving skills

Section 7 : IM Competencies

Communicates Effectively

  • Is effective in a variety of communication settings, 1 : 1, small, large groups, or among diverse styles and position levels.
  • Attentively listens
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions
  • Customer Focus

  • Gains insight into customer needs
  • identifies opportunities that benefit the customer
  • Builds and delivers solutions that meet customer expectations
  • Establishes and maintains effective customer relationships
  • Ensures Accountability

  • Follows through on commitments and makes sure others do the same
  • Acts with a clear sense of ownership
  • Takes personal responsibility for decisions, actions, and failures
  • Establishes clear responsibilities and processes for monitoring work and measuring results
  • Designs feedback loops into work
  • Manages Ambiguity

  • Needs structure in some circumstances
  • Sometimes jumps to conclusions
  • Moderately able to tolerate delay
  • Can wait to speak
  • Can deal with ambiguous situations
  • Self-Development / Nimble Learning

  • Generally aware of new trends in field
  • Sometimes learns new concepts
  • Sometimes aware of personal weaknesses
  • Generally, sets self-development goals
  • Collaborates

  • Works cooperatively with other across the organization to achieve shared objectives
  • Represents own interests while being fair to others and their areas
  • Partners with others to get work done
  • Credits others for their contributions and accomplishments
  • Gains trust and support of others.
  • Fosters cooperation and collaboration in others through trust-building and relationships
  • Creates a culture of accountability
  • Works in partnership with others
  • Decision Quality

  • Makes sound decisions, even in the absence of complete information
  • Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions
  • Considers all relevant factors and uses appropriate decision-making criteria and principles
  • Recognizes when a quick 80% solution will suffice
  • Optimizes Work Processes

  • Sets and meets quality improvement targets
  • Strives for efficient, effective, high quality performance
  • Delivers results by deadlines
  • Responds to difficult situations and takes initiative to make improvements
  • Focuses on quality
  • Section 8 : Other Information

    Guidelines : Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.

    Associates in this role may be required to work in a 24 / 7 compressed work week or 8x5 shifting schedule which includes Philippine Holidays

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