2022 Incident Management and Service Desk Associate

About Meralco Meralco is the largest private sector electric distribution utility company in the Philippines covering 36 cities and 75 municipalities. Its franchise area of over 9,685 km2 is just 3% of the total land area of the Philippines but accounts for 55% of the country’s electricity output. Meralco celebrates 119 years of service in 2022, committed to providing reliable and affordable energy. Your Role End-to-end responsibility for the management, communication, escalation, investigation, and resolution of major incidents, ensuring business and customer updates are timely and of sufficient quality, and arranging discussions and updates as required. Ensures effective and rapid response to major incidents by leading incident management during service degradation and outages to understand current processes and drive restoration of services quickly to end users while minimizing impact. Monitors deployment of end-user support resources for service requests to ensure quality and timeliness. Provides support to audits, disaster recovery, business continuity planning, and emergency preparedness. Training, Development, and Rotations Meralco considers employees as invaluable partners in the attainment of our strategic objectives. Policies and programs aimed to improve people management and human capital development are continuously implemented in order to raise the overall productivity, sustain a high level of engagement and shape a customer service-oriented workforce. In line with this, they provide employees with opportunities for learning and development, fair and competitive remuneration, and programs to promote health and safety in a conscious effort to build a culture of excellence, knowledge sharing, personnel integrity, and development. Compensation and Benefits Meralco implements short-term and long-term incentive programs to attract, retain, and motivate its employees. They compensate employees based on Company, team, and individual performance to help achieve corporate goals and targets. The Company provides assessments that account for performance beyond short-term financial measures. The Company’s performance management process assesses employee performance on the basis of: actual vs. desired results; and how results were delivered in light of corporate core values. Therefore, the achievement of financial and non-financial measures is reflected in performance planning and assessment which drives the Company’s merit and incentive pay programs. On top of legislated benefits, Meralco implements several benefits policies for its qualified employee such as educational loans, housing equity assistance loan, and cash assistance for death or disasters, among others. Career Progression Meralco fosters the advancement of its people. It is therefore the policy of the Company to recognize and reward employees who contribute to the achievement of organizational goals while continuously enhancing their competencies and performance on the job. Accordingly, in addition to merit increases granted to employees with good performance ratings, an employee may also be considered for in-job progression by his/her supervisor given a consistent demonstration of higher-level competencies. An employee who qualifies for in-job progression will be granted an appropriate pay adjustment as determined by Human Resources and approved by the functional head. Work-life Balance Meralco promotes work-life balance through a wide array of employee engagement activities.To determine people engagement levels, THE PULSE: Employee Engagement Survey was conducted in 2017 and was participated in by 99% of employees. The survey showed a 91% total engagement score, the highest so far. They also released the Online Ethical Climate Survey to its employees in September 2020. The project aims to assess the effectiveness of ethics-related objectives, programs, and activities of the Company, and support the Board of Directors and Management in the formulation and implementation of its future Corporate Governance programs and initiatives. The program Orange Fit remained to be a highly motivating program for employees’ total wellness in body, mind, and spirit. Teamwork, communication, employee engagement, and productivity were strengthened through activities on values cascade, management dialogues, and collaboration tools such as Workplace by Facebook. Company Culture The Company adheres to the principles offairness, accountability, integrity, transparency, and honesty as its core values of sound corporate governance. About You Graduate of Computer Science, Computer Engineering, Electrical Engineering, Information Technology, Business, or other similar or applicable courses Fresh graduates are welcome to apply 2-3 years of relevant work experience is a plus ITIL Foundation is a plus Strong business communications skills How to Apply Meralco uses an online hiring portal, eRecruit, which is a fully web-enabled system powered by SAP with the following features and benefits to job applicants: Keeps resuming readily available when the search process is initiated by the recruiter. Tracks and notifies applicants of the status of their applications. Allows job applicants mobility; they can apply anytime, anywhere using their mobile device. Once hired, the employee attends an orientation by Learning & Development (L&D) to understand Meralco’s history, mission, values, and business practices and undergoes a customized immersion program through Orange Plug-in. #J-18808-Ljbffr