Administrator

I. PURPOSE

Participate and support activities that will help improve the existing operations and operationalize new service portfolio to achieve service excellence, operational efficiency, and retention of customers.

Responsible for installing, configuring, testing, operating, maintaining, and managing networks and their firewalls, including hardware (e.g., hubs, bridges, switches, multiplexers, routers, cables, proxy servers, and protective distributor systems) and software that permit the sharing and transmission of all spectrum transmissions of information to support the security of information and information systems.

Implement operational and technical security controls and adhere to organizational security policies and procedures.

II. DUTIES AND RESPONSIBILITIES

• Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
• Follow effective and efficient processes and comply with escalation protocols.
• Report significant events to the Shift Manager and ensure smooth and effective shift turnovers.
• Contribute to the knowledge and information relevant to Operations.
• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Comply with company policies, guidelines, standards, and procedures.
• Professionally represent Trends management; enriching client relationships and providing expertise, composure, and competence.
• Perform all other duties and tasks as assigned by the Shift Manager and Operations Senior Manager.

Availability Management

• Escalate availability and capacity-related issues and provide suggestions.

Capacity Management

• Ensure that resources of managed devices are within the acceptable thresholds.
• Escalate threshold breaches.

IT Service Continuity Management

• Understand Role in Business Continuity Plan (BCP) and ensure compliance once executed.

Risk Management

• Report risks to people and processes needed for Operations that may impact clients, Sales Groups, and other relevant stakeholders.

Service Level Management

• Comply with processes, procedures, guidelines, and policies to ensure SLAs are met or exceeded.

Change Advisory Board

• Create Method of Procedures (MOP) to be presented during Managed ICT Services Change Advisory Board meetings.
• Participate in client Change Advisory Board meetings as needed.

Configuration Management

• Collects and ensures accurate information of configurations of client assets during Operations.
• Maintains information about Configuration Items (CIs) of client assets as part of Operations.
• Maintains a logical model, containing the components of client CIs and their associations.
• Handover configuration items and other relevant information to Transitions for Offboarding.
• Provide feedback during functional testing.

Client Support

• Perform triage on received events and incidents.
• Handle cases assigned to the team.
• Process Service Requests within agreed Service Level Agreement.
• Perform systems and/or network administration tasks.
• Undertake immediate effort/s to restore a failed service of a Managed Service client as quickly as possible.
• Follows best practices and applicable frameworks for Events Management, Incident Management, and Service Request.
• Handle escalation and follow-ups until resolution.
• Collect relevant data and create Incident and Root-Cause-Analysis (RCA) Reports.
• Provide other regular reports to Shift Managers.

Client Incident Management

• Follow playbooks and procedures in the analysis, containment, eradication, remediation, and recovery from client cybersecurity and quality of service incidents.
• Update incident tickets and inform Shift Manager.
• Create RCA Reports and execute Compromise Assessment/Preventive Action (CA/PA).

Client Access Management

• Perform authorization of users' right to access client assets, while preventing access to non-authorized users.
• Essentially executes Terms and Conditions of the client.

Client IT Asset Management

• Account, maintain, and upgrade clients' managed assets if within scope.
• Monitors the clients' managed assets lifecycle and provides reports and recommendations to the Client, Service Delivery Manager/s, and other relevant stakeholders.

Client Problem Management

• Provide necessary data and implement Corrective Action/Preventive Action (CA/PA).
• Comply with contractual problem management deliverables.

Process Management

• Follow documented processes of Operations.

Knowledge Management

• Responsible in updating the knowledge and information pertaining to existing Clients and clients' Managed ICT assets.
• Contribute to the enrichment of the MICTS Knowledge Base and Request Fulfillment playbooks.

Continual Service Improvement Management

• Follow new processes, comply, and execute assigned improvement plans.
• Provide quality data and ticket content.

III. QUALIFICATIONS

A. Minimum Education

• Must be a graduate of any IT related bachelor's degree such as:
• Computer Studies
• Computer Engineering
• Information Technology
• Electronics Engineering

B. Minimum Experience/Training

• With at least 3 years of work experience as a System or Network and Security Administrator.
• Trainings and/or certifications on any of the following domains are required:
• IT Service Management
• IT Infrastructure (Network, Servers, Cloud, APM, NMS, etc.)
• Cybersecurity and/or Information Security

IV. WORKING CONDITIONS

• Reporting to the company's main office in Makati City on a hybrid work arrangement.
• Shifting schedule.
• Collaborate physically and/or virtually with internal and external stakeholders.
• May travel for face-to-face client meetings/incident response, company-sponsored conferences, and related marketing events.
• Attend training and acquire certifications that are applicable to the role.