Lead Service Delivery Manager

4 days ago

Makati City, National Capital Region, Philippines beBeeAutomation Full time ₱900,000 - ₱1,200,000
Job Posting Title Lead Service

Overview

The ideal candidate will have experience in leading and innovating application support services. They should have a solid understanding of ticket management, preferably with ITIL certification.

Additionally, they should possess expertise in Atlassian JSM and be well-versed in its capabilities and new features. The ability to automate tasks and processes is also crucial for this role.

  • Support the client and provide recommendations to revamp their Jira Service Management (Atlassian JSM) UX/UI and Ticket Triage process for optimized 24/7 issue resolution and distribution to L2/L3 teams, especially for Priority 1 & Priority 2 issues.
  • Review and improve the Knowledge Base and Runbooks to enable process optimization.
  • Conduct process analysis to provide concrete AI and/or RPA automation recommendations to further improve and scale the service.
  • Identify Observability/Monitoring opportunities (e.g., DataDog) in the same context/process improvement. Consider monitoring & alerting solutions to detect the source of the issue at inception. Approach from an Observability standpoint for a complex ecosystem with distributed applications (e.g., data pipeline monitoring).
  • Ultimate purpose: have ONE centralized Support channel for ALL IATA applications, while scaling intelligently instead of adding people exponentially.

Qualifications

  • Significant experience in providing, leading and/or innovating Application Support Services.
  • Solid understanding of application support ticket management (ITIL certification a plus).
  • Atlassian JSM expertise, understanding of JSM OOTB capabilities and new features.
  • Experience with Task/Process Automation.
  • Excellent leadership, analytical and communication skills (in English), to understand business processes and preferences, in collaboration with diverse client stakeholders in a complex environment.
  • Experience with Monitoring tools & solutions: Datadog.
  • If requirements are diverse, combination of 2 complementary profiles can be considered.

Location

Makati City - RCBC Plaza

Brand

Merkle

Time Type

Full time

Contract Type

Permanent

Seniority level

  • Mid-Senior level

Job function

  • Management and Manufacturing

Industries

  • Advertising Services

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