AVP, IT Service Support
3 weeks ago
inspiro Makati, National Capital Region, Philippines
AVP, IT Service SupportResponsible for the development and implementation of strategies that will allow IT services to effectively fulfill user and customer requirements, improve IT service performance, and realize operational efficiencies for Site IT service support provision.
Job Specifications:
- Education: Graduate of any Technical or IT-related courses (such as BS Computer Engineering, Electronic and Communication Engineering, Electronics and Computer Technology, Computer Science and Information Technology)
Job Description:
- Leverage delivery performance data to collaborate with synergy partners to formalize sound governance, applicable policies, frameworks, and strict procedural controls to strengthen Strategic Alignment, Resource Management, Performance Management, Value Delivery, and Risk Management.
- Utilize analytics to improve and enhance technology and the technical design of complex IT systems.
- Collaborate with synergy partners to develop effective and efficient strategy and systems design through sprint(s) scoping, resource allocation planning, and SLAs to ensure alignment with client requirements and business objectives.
- Champion Agile/Scrum stand-ups, sprint planning sessions, and retrospectives to plan, design, code, and review development tasks of the team, providing effective solutions to client requirements.
- Provide technical expertise and guidance to the team, ensuring the successful design, development, and deployment of high-quality software solutions through strict implementation and enforcement of best practices for software development, testing, and deployment.
- Ability to sense emerging needs and potential risks, acting as a change agent to meet organizational and technology challenges.
- Promote Inspiro values: trust, excellence, accountability, malasakit toward others and work, meritocracy, and respect.
- Ensure timely and effective delivery of services, exceeding SLA's desired results (minimal to no error).
- Exert efforts to provide solutions and services that meet internal and external clients' expectations and requirements.
- Apply new approaches and solutions to improve work efficiency.
- Coordinate closely with other division/department heads to ensure efficient and effective implementation of all administrative and technical services.
- Communicate effectively with internal clients to identify needs and evaluate alternative business solutions.
- Provide advice and counsel relating to area of expertise.
- Clearly articulate ideas in all presentations and situations for internal or external clients, ensuring that points or ideas are well expressed and understood.
Required Skills and Experience:
- Demonstrates Subject Matter Expertise in all fields of Technical /Service Support, preferably trained in Service Desk Analyst course (SDI Standards).
- At least 10 years' experience in Technical Support, Service Desk/Service Support Operations and Management, with at least 5 in a supervisory or managerial capacity.
- Proven knowledge in Desktop, Network, Systems Administration, Telephony, IT Security, and application support troubleshooting.
- Strong leadership, analytical, decision-making, negotiation, and a high level of interpersonal and customer service orientation/skills.
- Expert in IT Project Management, Client Management, Problem Management, Continuous Improvement, and Technical Issue Resolution.
- Excellent time management and coordination skills, ability to multi-task and remain calm under pressure, highly resourceful, and creative.
- Preferably with good English oral and written communication skills.
- Expert in business and data analysis, forecasting, and budgeting to project and maintenance initiatives.
Required Certification/s:
- ITIL 4 Foundation Training and Certification
- ITIL 4 Managing Professional Certification training and certification
- A++, MCSE, MCP, CCNA
- DevOps Fundamentals training and certification
- Other trainings and certifications related to existing systems, database, network, telecommunications, and security technologies e.g. Windows Server 2012, 2016, 2019, Citrix, Dell EMC, Verint, Veeam, Nimble Storage, MS-SQL server, Synology, Amazon, etc.
- Lean Six Sigma Yellow/Green/Black Belt, Agile or similar methodologies
Working conditions:
Hybrid work setup, 8 hours a day, 5 days a week
Seniority level- Executive
- Full-time
- Information Technology
- Outsourcing and Offshoring Consulting and IT System Training and Support
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