Major Incident Management Support

3 days ago

Pasig, National Capital Region, Philippines weSource Management Consultancy Firm Full time ₱900,000 - ₱1,200,000 per year
  • Collaborate and work in partnership with Development and QA Teams for Production Enhancements (LBC), New Implementations, New Integrations and/or Bug fixes
  • Interact with Business Leaders, Product Owners and Scrum Leaders to help manage Development
  • Teams backlog by helping to prioritize outstanding issues
  • Interface and collaborate with support teams and users globally to resolve complex Data Platform issues.
  • Perform detailed investigations into root cause using logs, user feedback and any other available means
  • Recognize, escalate and suggest solutions for systemic and procedural gaps in support structures
  • Develop and use metrics to proactively identify trends as well as escalate high impact issues
  • Promote knowledge transfers on new features and awareness of upcoming deployments and/or implementations across all support tiers
  • Review deployments change requests to be aware in advance of any potentially negative impacts on user
  • Learn new technologies outside of your area of expertise to help better support ever evolving Platform.
  • Develop internal L4 documentation
  • Provide weekend on-call incident support, as required

Requirements:

  • Bachelor's degree: MIS, CS, Business Administration, Statistics, Engineering, or Mathematics
  • ITIL Foundations, Microsoft Azure, and Cloud Platform Foundation Certification
  • 3 - 5 years with supervisory experience, Supervisor
  • 2 - 3 years, Senior Analyst
  • years with managerial experience, Manager
  • 5- -10 years experience providing technical support for executive, C-Level and general end-users (At least 4 as Level 3 or Level 4).
  • Minimum 2 years exposure with data analytics and visualizations.
  • Ability to demonstrate global acumen and work in a multi- time zone/multi-cultural environment.
  • Critical and innovative troubleshooter. Self-starter. Collaborative. Ability to work cross-functionally with multiple teams and stakeholders and to juggle multiple time-sensitive projects efficiently.
  • Minimum 1 year experience in DevOps and demonstrated understanding of CI/CD Pipelines.
  • Minimum 5 years experience working with both Organizational Business Leaders Teams and Multiple Global Enterprise Development Teams towards Program Execution.
  • Proven experience developing, changing and implementing new processes to improve operational success.
  • Project management approaches (e.g., SDLC, AGILE) & tools (e.g., Aha, Jira, Confluence).
  • Experienced on ITIL methodologies & tools (e.g., ServiceNow).
  • Proficient in building queries Logging & Alerting tools (Dynatrace, Splunk, Prometheus, Grafana, DataDog).

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