Shift Manager

I PURPOSE

Execute activities that will improve existing operations and operationalize new service portfolio to achieve service excellence, operational efficiency, business profitability, and retention of customers.

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.
• Manage teams and ensure accordance with the support and operations' policies, protocols, and procedures.
• Oversee the 24x7x365 management of teams and overall performance and reliability of the shift.
• Ensure effective and efficient processes are followed, and that proper escalation protocols are in place and complied by the teams.
• Prepare shift hand over report. Hand over open and ongoing events, incidents, and escalations to the next shift.
• Collaborate and contribute with other managers in improving workflows, documentations, standards, and processes.
• Accountable for the growth of team members and ensuring succession plan is in place.
• Evaluate the skill sets of each group member and give recommendations to the Operations Senior Manager for growth.
• Responsible/Accountable in providing input to training and certifications plan for his direct reports and ensure that the entire group is covered according to business operations need.
• Conduct performance review of team members.
• 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 Operations Senior Manager.

Availability Management

• Manage monthly shift schedules, create appropriate shift design, manage conflicts within the shift, design operational process guidelines, and ensure cascade and understanding of the shift being managed as compliance to agreed levels of availability of people and processes needed for Operations delivery.
• Operationalization of management defined metrics and reporting compliance.
• Ensures that tools being used are appropriate for the agreed service level targets for availability such as tools for role-based access design, availability reporting, and design testing.

Capacity Management

• Determine and report the capacity and performance of people, processes, and organizational controls, and ensure resolution of issues through tactical adjustment of operational processes, people, and platform.
• Work with other shift managers to gather data and develop strategies as input to the business plan and execute these strategies to deliver the service and plans for short, medium, and long-term business requirements.

IT Service Continuity Management

• Perform the role assigned in the Business Continuity Plan (BCP).
• Create and perform adjustments in the operational processes in compliance with the Business Continuity Plan (BCP) objectives to ensure service delivery objectives are met in case of a disaster.
• Provide input to the Operations' Business Impact analysis to reduce risks to an acceptable level and plan for the team's recovery.

Risk Management

• Execute risk treatment plans for people and processes needed for Operations.

Service Level Management

• Ensure compliance of Service Level Agreements with clients.
• Manage the performance of teams in Internal Support.
• Monitors and reports on Operational Service Levels.

Change Advisory Board

• Approve Method of Procedures to be presented during Managed ICT Services Change Advisory Board meetings.
• Participate in client Change Advisory Board meetings.
• Advise client during Operational discussions on the possible impact, risks, and effects of proposed client changes.
• Create advisories on the possible impact, risks, and effects of proposed client changes.
• Provides Method of Procedure/s and other documentation to clients whenever necessary.

Configuration Management

• Responsible for accepting Configuration Items (CI) and other relevant information of Transitions.
• Sign off CI of client assets and its components as part of Operations, and handover CI and other relevant information to Transitions for Offboarding.

Client Support

• Ensure that the Teams are:

o   Performing triage on received events and incidents,

o   Handling cases assigned to the teams,

o   Performing brand monitoring and takedown requests.

o   Processing Service Requests within agreed Service Level Agreement,

o   Undertaking immediate effort/s to restore a failed service of a Managed Service client as quickly as possible.

o   Handling escalation and follow-ups until resolution.

• Review Incident and Root-Cause-Analysis (RCA) Reports.

Client Incident Management

• Review operational playbooks to detect, analyze, eradicate, remediate, and recover from client cybersecurity incidents.
• Guarantee that quality of service incidents is reviewed and adjusted according to client needs, agreed standards and frameworks.
• Lead resolution of P1 and P2 incidents.
• Review RCA Reports and ensure Corrective Actions/Preventive Actions (CA/PA) are executed.

Client Access Management

• Performs 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

• Ensure that clients' managed assets are accounted for, maintained, upgraded (if within scope), and that lifecycle is monitored.
• Provides reports and recommendations to the Client, Service Delivery Manager/s, and other relevant stakeholders.

Client Problem Management

• Leads P1/P2 RCA and ensure CA/PA is implemented on time.
• Ensure shift compliance with contractual Problem Management deliverables.
• Acts as the Problem Manager for P1/P2 incidents:

o   Manage the lifecycle of all identified problems.

o   Prevent recurring incidents from happening and minimize the impact of recurring incidents that cannot be prevented.

o   Maintain information or Knowledgebase about Known Errors and Workarounds.

• Identify Problem records.
• Attend Problem Management meetings with the Operations Senior Manager.

Process Management

• Create, share, use, and manage the documented processes of Operations, and ensure that these processes are being followed.

Knowledge Management

• Responsible in updating the knowledge and information pertaining to existing Clients and clients' Managed ICT assets.

Continual Service Improvement Management

• Execute improvement plans of the people and processes of Operations at a tactical level.
• Review and approve tactical and operational changes and ensure its deployment.
• Ensure the quality of data and content of tickets are reviewed.

III.    QUALIFICATIONS

A.    Minimum Education

• Must be a graduate of any IT related bachelor's degree such as:

o   Computer Studies

o   Computer Engineering

o   Information Technology

o   Electronics Engineering

B.    Minimum Experience/Training

• Have at least 5 years working experience in managing a 24x7x365 Security or Network Operations Center.
• Professional to Expert Level Certifications is a plus.
• Trainings and/or certifications on at least 2 of the following domains are required:

o   IT Service Management

o   IT Infrastructure (Network, Servers, Cloud, etc.)

o   Cybersecurity and/or Information Security

IV.    WORKING CONDITIONS

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