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IT Operations Specialist

3 weeks ago

Naga, Bicol, Philippines beBeeSupport Full time ₱900,000 - ₱1,200,000
">Key Role and Responsibilities">

We are seeking a skilled IT Service Coordinator to provide infrastructure and application support to internal and commercial clients. The successful candidate will ensure business continuity and meet Service Level Agreements while following the ITIL Service Management framework.

  • Incident and Problem Manager: Provides First-Level Infrastructure And Application Support For The Accounts That Meets Technical Service Level Agreements For The Following ITIL-based Service Management Processes
  • Incident Management
  • Problem Management
  • Ensures that reported incidents are properly recorded, including the resolution performed
  • Analyzes, tracks and monitors all escalated incidents, acts as first-level resolution owner and ensures that issues are properly resolved
  • Escalates unresolved incidents to other pre-identified support groups
  • Maintains regular linkage with the key business users to remain in the loop on day-to-day operations issues and status
  • Provide analysis and critical next steps as appropriate and updates during Severity 1 outage situations
  • Provides first level of support to the different account specific platforms being used by operations including Incontact, AdviseHR, Citrix, others.
  • Secures RCA for Severity 1 incidents from resolution group or other sources aligned to the Problem Management Procedure and Process
  • Generates and analyzes trending reports, recurring incidents, root-cause analyses and opportunities for systemic improvements to service results.
Benefits">

The successful candidate will have the opportunity to participate, lead, execute and/or coordinate special projects as determined and assigned by the Account IT Team Leader.

  • Regular status reports to Team Leads and Project Managers at an agreed frequency

This position reports to an Account IT Team Leader.

Required Skills and Qualifications">

The ideal candidate will have a background with ITIL, having a certification is a big plus.

  • Knowledge of Network infrastructure systems
  • Deep understanding of desktop and application troubleshooting
  • Knowledge in Cloud systems and concepts
  • Good verbal and written communication skills
  • Background with business/delivery operations and reporting skills

Preferred education: Bachelor's Degree.

Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Information Technology. Industries: IT Services and IT Consulting.