Product Support Officer

2 weeks ago

Manila, National Capital Region, Philippines Metrobank Full time

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Product Support Officer (Software Engineering)

Job Summary:

The Product Support Officer serves as the point of contact for all incidents of unplanned downtime/disruption of critical systems/applications of P11. Collaborates with all the support unit's representatives on resolving incidents affecting critical systems/applications the soonest possible time. Ensures to deliver quality service standards to maintain high customer satisfaction.

Specific Duties & Responsibilities:

  • Receives incident reports from internal users of the Bank.
  • Ensures that reported incidents are ticketed and tracked.
  • Forwards incident reports to concerned units for resolution/updating.
  • Works on the resolution of assigned tickets at the soonest possible time.
  • Coordinate with Level 1 support, including accessing systems containing customer PIID to provide feedback to customer as needed.
  • Logs significant updates to the tickets when available.

Qualifications

  • Experience with ITIL methodologies and industry best practices
  • Knowledge of ITIL best practices and process improvements
  • ITIL or any service management certification is preferred but not required
  • Experience and understanding of technology monitoring tools
  • Experience with Change and Release Management
  • Crisis Management and Communications
  • Proven ability to analyze and solve a wide range of technical problems
  • Ability to perform first level assessment of technical and process deficiencies
  • Experience in driving resolution of complex issues
  • Experience in leading teams
  • Experience leading bridge calls with technical participants
  • Excellent written and verbal communication skills
  • Ability to effectively communicate technical concepts to non-technical clients/partners
  • A self-starter who takes initiative and can work without supervision
  • A fast learner that can come up with several solutions to solve a problem

Be #InGoodHands with Metrobank

Here at Metrobank, we don't simply hire employees - we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach

#J-18808-Ljbffr

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