Associate Support Analyst
Manulife
Quezon City, PH
4d ago

Job Summary :

Provides first level support in monitoring identified systems and applications; escalates according to documentation upon detecting faults and generate multiple reports.

Eligibility Requirements :

  • Candidate must meet the qualifications of the position.
  • Candidate must meet job expectations and all performance metrics.
  • Qualifications : The candidate :

    The candidate :

  • Bachelor's degree in IT or any computer related course with good academic grades
  • Willing to work on a 24x7 shift schedule (including holidays) or 12-hour x 4-day in a week (including weekends) on a monthly rotation basis.
  • Flexible when it comes to schedule changes.
  • Must not have any attendance / tardiness issues and have not received any disciplinary action (for experienced applicants).
  • Must be a fast learner
  • Technical Skills :

  • Basic knowledge in network theories with troubleshooting skills
  • Strong working knowledge in Microsoft Windows environment
  • ITIL certification will be an advantage
  • Soft skills :

  • Excellent comprehension, analytical and decision making skills
  • Keen attention to detail.
  • Must have excellent English communication skills (oral and written)
  • Good team player
  • Responsibilities :

  • Provides monitoring services to multiple Business Units 24x7x365.
  • Monitors and escalates servers, devices alerts :
  • MSSQL, DB2, ORACLE, IIS, IIB, SharePoint, Cloud, Citrix, Data Lake, Data Power, Windows, UNIX, HMC, UCS, Storage, Network Security & Operations)

  • Serves as swivel seat between Manulife & Verizon (vendor) in monitoring network alerts of offices globally.
  • Monitoring of applications, websites, mail servers, disk space
  • Performs availability testing of web-based applications, Skype, AWD, Integrated Voice Response
  • Coordinates with Service Desk for incident escalations and ticket generation with corresponding severity.
  • Generates complex reports (monthly / weekly) for Incident, Problem & Change Management. Prepares daily summary report of Priority 1 and 2 incidents.
  • Generates change tickets for Verizon maintenance and DNS service requests

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