Problem Management Analyst

3 weeks ago

Metro Manila Philippines Buscojobs Full time

Problem Management Analyst - Makati

Avaloq is a value driven, fast-paced financial technology and services company and we are committed to developing the banking solutions of tomorrow.

Your team : Support our Global IT Service Desk/User Support team by performing the activities associated with ticket lifecycle management.

Your mission :

  • Drive the critical/major Incident management process lifecycle as defined. Work towards faster resolution of critical incidents by bringing in the concerned resolver teams together as a task force and helping them engage via a bridge call
  • Ensure that activities within a process are performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Determines if a major incident needs to be escalated according to the priority and severity of the issue.
  • Ensure all the tickets are properly assigned to their respective support groups
  • Ensure that major Incidents assigned to their Support Groups are resolved and that service is restored
  • Monitor the upcoming and existing ticket thru Jira
  • Represent Corporate-IT towards our user community by providing friendly, professional, and swift support
  • Other duties and tasks related to the core IT Operations Processes including but not limited to Incident Management, Problem Management, and Event Management.

Qualifications :

  • Successfully completed IT education or comparable qualification
  • Practical experience in working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations, and Continual Service Improvement.
  • At least 2 years and above working experience with an IT Service Management Role
  • Experience working as part of a global team; across multiple countries and time zones
  • Strong planning, organizing, time, and priority management skills; ability to manage multiple streams of work
  • Experience in Continual Service Improvement projects
  • Knowledge of Ticketing Tools like Jira, etc.

Additional Information

  • We have a hybrid work week model, giving colleagues flexibility in how they work, as well as ensuring we create our unique Avaloq culture in our office locations.
  • Our base salaries are competitive and you can be recognised for outstanding effort with an extraordinary achievement reward.
  • Avaloq aims to share its success with all its colleagues by paying out “Success Share Units” depending on its performance in a given year.

At Avaloq we embrace diversity, we embrace difference. We are whole-heartedly committed to equal employment opportunities and we foster an inclusive culture where everyone’s contributions are valued and their voices are listened to. We hire, compensate and promote regardless of origin, age, sexual orientation, gender identity or any other characteristics that make us different. Please note that our job descriptions are intended to be written in an inclusive and gender neutral language.

Don’t be shy - apply

Note to Agencies: All unsolicited résumés will be considered direct applicants and no referral fee will be acknowledged.

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