Assistant IT Support Manager Shifting Schedule (OutsourceMa ..., Manila in Manila, National Capital Region
Duties and Responsibilities
Perform Incident Management tasks by supervising assigned team of analysts. Ensure efficient shift operations by tracking metrics and KPIs, and daily operations, especially with ticketing tool and incident detection reporting tools. Track team member performance andload. Coordinate with all stakeholders to resolve incidents, including sending appropriate notifications to the right
audience. Provide necessary reports and handover.
Work with IT Support manager in driving the support team into a mature ITSM team, through regular core group meetings and consultations. Manage and coach people under responsibility to execute identified strategies. Manage performance of team members with IT Support Manager through companys Performance Management System. Additionally, observe, follow and implement company policies at all times, and recommend personnel actions such as promotions and disciplinary action on erring subordinates.
Requirements
Strong knowledge in ITILITSM Processes, including but not limited to Incident, Problem, Knowledge, Change, Service Level, Service Reviews, Service Reporting, and Supplier Management, especially as defined by ITIL.
Competence in SolutionsStrategy Identification and Execution, Operations Management, ITSMITIL Processes Definition and Execution, Coaching and Mentoring, Reporting and Monitoring, Performanceobjectives setting and evaluation, Project Management concepts, Handover to Support
Good working knowledge of Lotus Notes, PC, Laptops and Mobile Communications Devices, Desktop applications MS Office, Networking configuration, switching routing, Windows XP Windows 7, Telephony landline and mobile, Satellite Communications, principles and operations, Desktop applications business apps, LAN, VPN, IT Service Management tools, Windows Server AD, Citrix, LANDesk.
Location
Manila
Salary
₱80,000
Company
OutsourceManila Limited Corp
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