Descrição
Responsibilities:
- Ensuring teams are working efficiently through the course of the incident and extends to maintaining the quality of post incident reporting.
- Ensure teams review, understand and adhere to Internal KPIs, OLAs and SLAs. (Incident Report Delivery, Incident Reduction, Failed Changes etc)
- Attendance at key client meetings on a regular scheduled basis and critical client meetings on an ad-hoc basis as required.
- Governance of workflow for the following fundamental areas: Incidents, Changes, Service Requests & Problems. Examples include ensuring queues are adequately managed, change processes are followed, issues are communicated etc.
- Work with team to maintain and increase Customer Satisfaction levels by an annual percentage defined during each financial year.
- Ensure that standards & processes are adhered to in all engagements by the use of agreed toolsets and procedures.
- Ensure Technical Support policies and procedures are defined and maintained appropriately in a centralized location and a consistent manner.
- Liaise with third party vendors supported by the competency based relationship to ensure Technical Support co-operation.
- Mandatory review of all project proposals.
- Measure productivity and develop plans to streamline and enhance utilisation.
- Assist with the building and maintenance of the revenue stream and expense control.
- Demonstrated ability to lead and motivate formal teams of Systems Engineers and Team Leaders.
Job Types: Full-time, Permanent
Salary: Php80,000.00 - Php90,000.00 per month
Supplemental pay types:
- 13th month salary
Experience:
- Operations Manager: 1 year (preferred)