Service Management Governance Lead

4 weeks ago

Mandaluyong City, National Capital Region, Philippines Xurpas Enterprise, Inc Full time
Benefits
  • Upon regularization 30 paid leaves per year
  • Upon regularization HMO for you PLUS 1 dependent worth P150,000
Role Summary

Lead business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.

Responsibilities
  • Lead the non-production environment support team, comprising 6 offshore members and 2 permanent staff.
  • Oversee the service management team for non-production environments, focusing on:
    • Environment availability reporting
    • Non-production batch management, including monitoring and addressing batch failures (utilizing tools such as Ctrl-M).
    • Support for vulnerability and patch management activities.
    • Provide Level 2/Level 3 support for non-production environments; develop skills beyond Level 1 service desk support, including triage of reported incidents.
    • Service management reporting against key performance indicators (KPIs).
Qualifications
  • The ideal candidate will possess a strong educational background in computer science, software engineering, or a related field.
  • Must have 4 years of experience in Service Management Governance.
  • Experience in COBOL, ITIL Strategy and Assessment, Mainframe experience, Service Management.
  • Strong expertise in Service Management, specifically within ITIL frameworks.
  • Proficient in change management and incident management processes.
  • Continuous improvement mindset with knowledge of lean methodologies.
  • Experience in agile delivery methodologies such as Scrum and/or Kanban.
  • Excellent communication skills, capable of challenging and training others, along with strong written communication skills (ability to create knowledge articles).
  • Sound knowledge/experience/training in ITIL.
  • Analytical skills for problem investigation and root cause analysis.
  • Experience in the financial services sector is a plus.
  • Good to have experience in service management tools.
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