Service Operations Manager

1 month ago


Quezon City, National Capital Region, Philippines BEST CAREERS AND OPPORTUNITIES Full time

At BEST CAREERS AND OPPORTUNITIES, we are seeking a highly skilled and experienced Service Operations Manager to join our team in MANILA AND CEBU PHILIPPINES. This is a challenging role that requires strong leadership and analytical skills to manage the delivery of high-quality services.

The estimated salary for this position is around $80,000 - $110,000 per year, depending on experience and qualifications.

Job Description:

We are looking for a Major Incident Resolution Specialist who can take ownership of major incidents from start to finish, working closely with cross-functional teams to ensure timely and effective resolution.

  • Act as a single point of contact (SPOC) for customers during major incidents, providing regular status updates and ensuring their needs are met.
  • Drive the Major Incident Bridge process, involving all relevant resolver groups and collaborating with stakeholders to resolve issues efficiently.
  • Communicate effectively with key stakeholders, including customers, management, and technical teams, to ensure everyone is informed and aligned throughout the incident response process.
  • Work closely with subject matter experts (SMEs) to resolve complex technical issues quickly and effectively.
  • Ensure that major incidents are resolved within agreed service level agreements (SLAs) and that preventive measures are taken to minimize business impact.
  • Analyze incidents post-resolution, preparing thorough reports to identify root causes and areas for improvement.
Requirements:

To be successful in this role, you will need:

  • 8-10 years of experience in driving service operations, preferably in an ITIL environment.
  • A minimum of 8 years of experience managing Incident Management (IM) and Major Incident Management (MIM) processes.
  • Strong analytical, communication, presentation, and reporting skills.
  • Leadership, people management, and operational skills.
  • Experience working in a helpdesk environment and exposure to ITIL practices.

As a Major Incident Resolution Specialist, you will have the opportunity to work in a fast-paced environment, collaborating with cross-functional teams to deliver exceptional results. If you are a motivated and proactive individual with a passion for delivering high-quality services, we encourage you to apply for this exciting role.



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