Infrastructure Support Specialist

1 week ago

Taguig, National Capital Region, Philippines beBeeInfrastructure Full time ₱2,500,000 - ₱3,500,000
Job Title: Infrastructure Support Specialist

This position requires a highly skilled and motivated professional to oversee the monitoring of incidents, perform detailed analysis, and drive timely resolution. As an integral member of our team, you will be responsible for escalating issues as needed and facilitating communication between different support teams.

The ideal candidate will possess strong organizational skills, excellent time management abilities, and the capacity to work independently in a fast-paced environment. A background in ITIL process knowledge is preferred but not required.

This role involves working closely with account leadership to meet contractual obligations and performance targets. The successful applicant will have a proven track record of driving the resolution and avoidance of complaints related to service impacting incidents.

  • Key Responsibilities:
  • Monitor incidents out of process and perform detailed analysis.
  • Contact workgroup owner/supervisor and track root causes and actions.
  • Follow up as needed and track all actions.
  • Escalate as appropriate and invoke support to drive resolution.
  • Collaborate between different support teams and maintain effective communication.
  • Drive the resolution and avoidance of complaints related to service impacting incidents.
  • Support account leadership to meet contractual obligations and performance targets.
  • Maintain authority within client and DXC organizations for incident resolution.
  • Record events accurately throughout the issue lifecycle.
  • Ensure SLAs are met for high-priority incidents.
  • Facilitate recovery activities for technical and business incidents independently.
  • Determine how incidents will be processed to restore normal operations quickly with minimal impact.
Core Competencies:
  • A graduate degree or equivalent.
  • Team player with excellent communication skills.
  • 24/7 Operations Management experience.
  • Stakeholder Management background.
  • Strong organizational, time management, and planning skills.
  • Customer-oriented with strong interpersonal and leadership skills.
  • Analytical with data-driven decision-making abilities.
  • Presentation skills in PowerPoint.
  • Flexibility to work rotating schedules, weekends, and holidays.
  • Ability to work across cultures and levels.
  • Excellent planning, coordination, and command skills.
  • Verbal and written English communication skills.

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