Technical Support Manager

5 days ago

Pasay, Philippines SM Investments Corporation Full time
Responsibilities
  1. Oversee, assess, plan, schedule and monitor all major activities and projects of IT department ensuring adequate support to production, test, development and incoming services/systems, adherence to specified work standards/procedures and completion of assigned tasks and duties, with minimal wastage of available resources. Ensure online system availability of all production services/systems managed by SMDC IT.
  2. Planning for the security and safe integration of hardware, software and network systems through development and implementation of appropriate systems, configuration and parameter settings, operational procedures, and standards. Provide technical expertise in planning, development and implementation of standards, processes, methods, procedures and change control mechanisms needed in the effective operation, optimum performance and security of the business computer systems. Provide user assistance and problem resolution.
  3. Assess individual performance and feedback. Regularly provide individual coaching and mentoring. Resource plans in place constituting: Selection strategy / Skill gap analysis / Succession planning / Career Plans.
  4. Establish an understanding of the supported IT services with associated tools & processes, knowledge warehouse and reporting infrastructure.
  5. Ensure the team understand and adhere to ITIL processes, policies and standards, including
    • Incident Management
    • Problem Management
    • Escalation Management
    • Change Management
    • Security Management
  6. Ensure operationalization checklists are completed for new services and projects.
  7. Drive efficiencies and automation to reduce service costs where possible.
  8. Encourage and promote innovation and the use of technology to meet and exceed business goals.
  9. Proactively identifies process, tool or technology deficiencies and works to develop and execute solutions, that adhere to Company direction, standards and quality management.
  10. Ability to act rapidly and logically under pressure, and make effective use of resources in resolving problems.
Overview

SM is the leading Philippine company that is invested in market-leading businesses in retail, banking and property. It also invests in ventures that can capture the high growth opportunities in the emerging Philippine economy.

Department

Human Resources Department

10th Floor, One E-Com Center Harbor Drive Mall of Asia Complex Pasay City 1300 Philippines

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