IT Operations Manager

1 month ago

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

**Job Title:** IT Operations Manager

About Us:

BEST CAREERS AND OPPORTUNITIES is a leading provider of innovative solutions for businesses. We are committed to delivering exceptional results and building long-term relationships with our clients.

Job Description:

We are seeking an experienced IT Operations Manager to join our team in Manila and Cebu, Philippines. As an IT Operations Manager, you will be responsible for driving the Major Incident Management process and ensuring that all incidents are resolved within agreed Service Level Agreements (SLAs).

Key Responsibilities:

  • Act as a Single Point of Contact (SPOC) for customers during major incidents, providing regular status updates and communicating with key stakeholders.
  • Drive the MI Bridge process, involving relevant Resolver Groups and ensuring continuous discussion until the major incident is resolved.
  • Inform key stakeholders about the status of major incidents and confirm service restoration after resolution.
  • Coordinate with Subject Matter Experts (SMEs) to ensure speedy resolution of major incidents.
  • Ensure that major incidents are resolved within SLAs agreed with customers.
  • Take proactive measures to minimize service and business impact in case of prolonged resolution times.
  • Analyze major incidents and prepare a detailed report, highlighting causes and recommendations for prevention.
  • Update resolution procedures in the knowledge database and conduct review meetings with relevant team members to identify triggers for major incidents.
  • Work closely with problem management to analyze causes of major incidents and identify root causes.
  • Collaborate with process managers to prevent reoccurring major incidents.
  • Provide monthly reports on the overall status of the Major Incident Management Process.
  • Conduct training and knowledge-sharing sessions with teams and new joiners to prevent major incidents.

Requirements:

  • 8-10 years of experience in driving service operations, preferably in ITIL processes.
  • Minimum 8 years of experience in managing IM and MIM processes.
  • ITIL Expert certification or at least two ITIL Intermediate certifications.
  • Strong analytical, communication, presentation, and reporting skills.
  • Good leadership, people management, and operational skills.
  • Experience working in a helpdesk environment.
  • Ability to work in shifts and flexible schedules.
  • Excellent team skills, including listening and contributing to discussions and meetings.
  • End-to-end ownership for customer satisfaction through levels of support.

Estimated Salary: PHP 800,000 - PHP 1,200,000 per year

Location: Manila and Cebu, Philippines

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