UC Specialist II

1 week ago

Alabang garagon Philippines Stefanini Group Full time ₱30,000 - ₱60,000 per year


Details:

The Incident Analyst will provide operational support for virtual collaboration platforms, ensuring high availability and performance of services such as Microsoft Teams, Zoom, and related tools. This role focuses on incident and problem management, proactive monitoring, and continuous improvement of collaboration technologies within CET Operations.

What will you do?


Incident & Problem Management

  • Handle and resolve incidents related to MS Teams, Zoom, and other collaboration services within defined SLAs.
  • Perform root cause analysis for recurring issues and propose preventive measures.
  • Escalate complex issues to appropriate technical teams and ensure timely resolution.

Service Request Fulfillment

  • Process user requests for and feature enablement.
  • Coordinate with cross-functional teams for service enhancements.

Monitoring & Maintenance

  • Monitor system health and performance dashboards for collaboration platforms.

Documentation & Reporting

  • Maintain accurate incident records and closure notes in ServiceNow.
  • Create and update Standard Operating Procedures (SOPs) for incident handling.
  • Provide regular reports on incident trends, SLA performance, and service health.

Collaboration & Communication

  • Act as a liaison between CET Operations and global support teams.
  • Communicate incident status and resolution updates to Level 3 Team( CET - Virtual Collaboration Team).
  • Participate in daily service delivery meetings and contribute to continuous improvement initiatives.


Details:

What do you need to succeed?

  • Technical Expertise:
    • Strong knowledge of Microsoft Teams (Meetings, Teams Client and features) and Zoom.
    • Familiarity with other collaboration tools (Klaxoon, Microsoft Whiteboard, etc.).
    • Understanding of Microsoft 365 Environment.
  • ITIL Foundation Certification (Nice to have).
  • Experience with ITSM tools (e.g., ServiceNow).
  • Minimum 2-3 years in IT operations or incident management within a multinational environment.
  • Excellent troubleshooting and analytical skills.
  • Strong communication skills in English.
  • Willing to work on EU timezone.
  • Shift flexibility and schedule adherence are required for this position.

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