Designation : Manager
Department : Technology
Location : Manila, PH
Report to : Director, Technology
Work Set-up : Hybrid (Mostly WFO)
WORK BRIEF :
This role is a Single point of contact with respect to technology for Internal & external customers during the BAU phase.
ITIL Aligned responsibilities in detail
CORE RESPONSIBILITIES :
Service Lever Management
Defining the SLA requirements of the client and signing the SLA
Managing the service levels as defined in the SLA
Conducting Service Review Meetings
Managing Customer Expectations
Identifying the reporting requirements
Ensure timely and accurate delivery of reports
Owner of all incidents related to the clients services.
Will be responsible for the successful resolution of all incidents according to SLA.
Review P1 and P2 incidents and provide continuous feedback to service support owner
Raise Problem Tickets and coordinate with Problem Management Teams
Availability & Capacity Management
Prepare a capacity plan for the service
Ensure adequate capacity is available to meet the Service Availability targets.
Define clear guidelines on the availability management
Communicating Maintenance Schedules to clients
IT Service Continuity (Review Incidents and provide feedback)
Prepare IT Service Continuity plan for the service
Carryout the service continuity tests and publishes results
Business Relationship Management
Take complaints and resolve them on priority and communicate effectively during the progress
Carryout CSAT survey (VOCs) on Quarterly / Half / Full yearly
Establish action items based on the feedback from the clients
Carryout Monthly meetings with service owners and Operation Managers to seek proactive feedback
Prepare a Service Improvement Plans
Co-Ordinate changes with internal and external clients for successful implementation
Value-Add Responsibilities :
Participative in team bonding, offline activities as necessary with management
Assist new team members in need and breed the team culture along with coaching and development of DRs
Essential Knowledge :
Knowledge of hiring for candidates in a BPO set-up any mode of communication from previous experiences
Knowledge on HR facets as required for the role and abreast of law of the land
Vendor / 3rdParty Management on technology relations
Audit Management (Internal External ISO / Client)
Essential Skills :
Willingness to work in UK / US shifts
Communicate effectively, both orally and in writing.
Flexibility to meet business requirements and fluctuating workload, manage change
Project Management and ability to Organize, prioritize, and complete them.
Good Interpersonal Skills to foster a cooperative work environment within the management.
Hardworking and Smart working attitude with openness to feedback and positive attitude
Team Management and People Management Skills
Active knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Scope of Team Management :
This role will have DRs to manage as per business ratio and scope (3-4 engineers)
Decisions to be taken in consultation with superior
MINIMUM QUALIFICATION :
Age : 18 years Completed and Above
Bachelors Degree Graduate (4 or 5 years course completed)
Experience in ITIL facets for at least 2-3 years along with handling engineers