Service Level and Quality Management Associate

2 weeks ago

Pasig, National Capital Region, Philippines MERALCO Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary:

The
Service Level and Quality Management Associate
acts as technical subject matter expert and is responsible for the performance of activities related to the following domains:

  • Service Level Management
  • Quality Management (Solutions Testing and Quality Assurance)

The role is responsible for the execution of the following functions, for the domains stated above, such as:

  • Support to the development, implementation and maintenance of solutions testing and quality assurance framework, policies, process, standards, guidelines and procedures aligned with global and best practices.
  • Execution and monitoring of end-to-end full-stack solutions testing and quality audits ensuring adherence to internal and external standards.
  • Support to the development, implementation and maintenance of service level management framework, policies, process, standards, guidelines and procedures aligned with global and best practices.

GENERAL RESPONSIBILITIES

Quality Management

  • Provides support to solutions architecting and the development of solutions landscape and roadmap specifically for quality assurance, quality control and end-to-end performance assurance of ICT Solutions.
  • Prepares Quality Assurance Plan, Software Quality Test Plan, Performance Testing Plan and Test Automation Plan.

Service Level Management

  • Responsible for the definition, management, governance and improvement of the Service Level Management Process
  • Conducts regular review of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.

TECHNICAL COMPETENCIES

  • Experience on service management contracts, KPI measurement and management reporting, negotiating service level agreements with both internal and external customers
  • Knowledge of ITIL service support principles to a minimum of a foundation level (V3 is preferred) and how they relate to other IT disciplines

QUALIFICATIONS

  • Graduate of Computer Science/IT, Business, Engineering or any similar course.
  • Experience in a similar role or has background in the implementation of Service Level Management as a Service Level Analyst or Service Level Manager
  • Familiarity with service level management tools
  • Experience in a similar role or has background in the implementation of quality standards as a Software Quality Tester or Quality Assurance Analyst
  • Knowledge in Quality Control and Assurance methodologies and procedures with understanding of software development methodologies.

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