Sr. Systems Analyst and Team Lead

Relocation to Dumaguete City, Negros Oriental is a must.

Envision MSP, a California Company, is currently seeking an experienced and customer-focused Level 3 Systems Analyst (Helpdesk Support) to join our team. As a Senior Systems Analyst and Team Lead at Envision MSP, you will play a crucial role in leading a team of systems analysts, ensuring the delivery of exceptional IT services to our clients. This role requires a balance of technical expertise, leadership, and strong client relationship management. You will be responsible for overseeing the daily operations of your team, providing advanced technical support, and driving strategic IT initiatives that align with our clients' business goals.

Key Responsibilities

Leadership & Team Management:

• Lead, mentor, and manage a team of Systems Analysts, fostering a collaborative and high-performance environment.
• Encourage continuous learning by providing access to training resources, certifications, and opportunities for skill enhancement.
• Assist in identifying and developing future leaders within the team to ensure continuity and growth.
• Assign and prioritize tasks, ensuring timely completion of projects and support activities.
• Provide regular feedback, conduct performance evaluations, and support the professional development of team members.
• Ensure that team members adhere to company security policies and procedures, maintaining the highest standards of data protection and system integrity.
• Serve as an escalation point for issues requiring advanced troubleshooting and resolution.
• Escalate issues to appropriate team members as needed to ensure timely and effective resolution of complex technical problems.
• Participate in the on-call rotation, ensuring team members are properly scheduled.
• Monitor and ensure compliance with SLAs, taking corrective actions as necessary to meet or exceed client expectations.

Systems Analysis & Design:

• Analyze complex business requirements and translate them into effective technical solutions.
• Maintain and support IT solutions that meet the diverse needs of our clients.
• Conduct system performance analysis, identifying areas for improvement and optimizing service delivery and support.
• Maintain system integrity, security, and performance through proactive monitoring and regular maintenance.

Technical Expertise:

• Serve as the senior technical resource for the team, providing expertise and guidance on complex issues.
• Troubleshoot and resolve high-level technical issues, minimizing disruption to business operations.
• Stay current with emerging technologies and best practices, applying this knowledge to improve system performance and security.
• Oversee the patch management process, ensuring all client systems are up-to-date with the latest security patches and updates.
• Prepare and deliver detailed reports on patching status, system performance, and other key metrics to clients and internal stakeholders.

Documentation & Knowledge Management:

• Develop and maintain a knowledge base of documented solutions, best practices, and troubleshooting guides for both the team and client reference.
• Ensure that all processes, configurations, and solutions are thoroughly documented and updated regularly, supporting knowledge transfer and consistency within the team.

Collaboration, Reporting & Communication:

• Work closely with other IT teams, business units, and external vendors to ensure seamless integration of systems.
• Communicate technical concepts and solutions to non-technical stakeholders clearly and concisely.
• Prepare and present regular reports on team performance, system status, and ticket progress.
• Ensure timely and accurate reporting of incidents, including root cause analysis and preventive measures to avoid recurrence.

Continuous Improvement:

• Identify opportunities to enhance service delivery and implement best practices within the team.
• Stay informed about industry trends and emerging technologies, applying this knowledge to improve operations and client offerings.
• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of IT service delivery.

Job Types: Full-time, Permanent

Pay: Php70, Php90,000.00 per month

Ability to commute/relocate:

• Dumaguete City: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• IT Support: 2 years (Required)

Work Location: In person