Service Level Engineer

2 weeks ago


Pasig, National Capital Region, Philippines Converge ICT Solutions, Inc. Full time

Achieve service level standards & service improvement for service-managed corporate accounts by analyzing incidents created across multiple platforms.

  • Bachelor's Degree in Engineering or any IT-related course
  • Min 1-3 years of Service Management experience

Other Qualifications:

  • Proficient in Microsoft Office
  • Good written and communication skills
  • Technically savvy (pref. with Telco knowledge)
  • Organizational skill is a plus
  • Demonstrate management and decision-making skills concerning information system policies, processes, and procedures

AREAS OF RESPONSIBILITY

  • Creates and distributes performance reports and supplies service-related input to the performance reports as required.
  • Leads in defining, managing, measuring, and meeting customers' expectations. Makes sure it meets the agreed-upon service levels, measuring service performance and recommending actions necessary to respond to problems or improve service.
  • Maintains ownership, management, and communication of the department's Service Catalogue and prevailing Service Level Agreements.
  • Handles requests for services that are beyond the scope of the department, including management escalations.
  • Reviews and recommends changes in service management of the Group/Division's platforms based on minimizing risk and optimizing service availability.
  • Conducts the regular service level review process which includes the following:
  • Gathering data and preparing reports on service levels
  • Reviewing outstanding actions from previous reviews
  • Reviewing current performance and comparing SLAs and targets
  • Reviewing underpinning agreements and OLAs as necessary
  • Agreeing on appropriate actions to maintain/improve service levels and UCs
  • Periodically analyzing and reviewing service performance against SLAs, OLAs
  • Ensures high participation of IT teams/support groups and compliance in the incident management process
  • Monitors high and critical issues to ensure timely completion based on agreed SLA
  • Protects customer experience by coordinating the problems on network/system/service support groups
  • Observe levels of escalation to ensure prompt resolution of network/system/service downtime
  • Identifies problems affecting service levels and coordinates resolution of the identified problems.
Work rights

The opportunity is available to applicants in any of the following categories.

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