Technical Reporting Function :
Experienced in developing KPI dashboard
Experienced at least one or two of the reporting tool applications :
SQL Server Reporting Services (SSRS))
SQL query writing (SQL Server and Oracle)
Knowledgeable in Web Services
Knowledgeable Visual Basic
Demonstrated ability :
Designing clear, concise data visualizations that maximizes audience understanding
Thinking in business terms and designing data visualization via reports and dashboards
Building strong relationships with the business, understanding / documenting their needs, and applying technology to address the needs
Incident Management :
Responsible for the daily IT operations and activities
Provides direction in the management of incidents and problems( end to end) ensuring timely resolution are achieved.
Ensures the team follows the Standard Operation Procedures (SOP) in order to restore IT services within the defined Service Level Agreements (SLA).
Implements policies and guidelines regarding how incidents are identified, received,
documented, distributed, and corrected.
Ensures proper IT Service Management (ITSM) processes are in place in order to
maximize business efficiency.
Establishes and maintains communications with key IT and business stakeholders
critical in the IT operations, allowing effective information sharing and issue resolution.
Serves as the point person in the coordination of critical incidents affecting the Client
Ensures communication is sent out to Client Global IT stakeholders, and document
the incident / problem through the incident report
Responsible for all activities that occur during the shift and provide a comprehensive
shift turnover report and shift recap. The Shift Turnover report allows ESSPI Delivery
Teams and Client Global IT Management to quickly review the critical events that
impacted the business operations during a particular shift while the Shift Recap is to
ensure continuity of the incident and problem management process from one shift to
Evaluate existing processes and identifying more efficient ways to accomplish goals
and meet customer and client requirements; continuously improving the processes
through regular assessment and adjustment.
Possesses a command of the different tools, processes, and industry standards being
used for the IT operations.
Being responsive to clients whilst following the principles and procedures of the quality
Identify, analyze problems and suggest improvements identified in their own area of
responsibility and implementing those with a recognized business benefit
Responsible for critical incident debriefs / Root cause analysis call and reporting
Bachelor’s Degree in an IT related field
At least 3 years’ experience in Incident Management
2+ years’ experience in Reporting and Dashboard development and data Analytics
Must be business and customer oriented
Strong verbal and written communication skills, with the ability to translate technical information to business terminology and experienced with Client, Vendor and stakeholder interaction
Willing to render rotating shifts and should have no preference to schedule
Possesses strong attention to detail, leadership, problem solving and analytical skills
High level understanding of multiple IT Platforms and has good technical management, technical understanding, analyzing information, informing others, problem solving, coordination, strategic planning and quality management
Respond adequately to inquiries and complaints
Managed multiple high priority initiatives in a fast paced, highly technical environment
Experienced with any ticketing system but experienced in CASD ticketing tool is a plus
Able to develop and provide SLA’s and KPI’s
ITIL Certified is a plus