MIS L1 Analyst

I. PURPOSE

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

II. DUTIES AND RESPONSIBILITIES

• Accomplish all assigned tasks by the Shift Manager 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 participate in shift turnovers.
• Contribute to the knowledge and information relevant to Service Operations.
• Collaborate with other team members to improve workflows, documentations, standards, and processes.
• 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.
• Perform all other duties and tasks as assigned by the Team Lead and Shift 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.

Configuration Management

• 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.
• Undertake immediate efforts to restore a failed service of a Managed Service client as quickly as possible.
• Follows best practices and applicable frameworks for Events Management.
• Handle escalation and follow-ups until resolution.
• Collect relevant data to be used for Root-Cause-Analysis (RCA) Reports.

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.
• Provide inputs to RCA Reports created by resolver groups.

Client Access Management 

• Essentially executes Terms and Conditions of the client.

Client IT Asset Management 

• 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.

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

• Have at least 1 year of working experience in a NOC Operations environment OR have undergone the TRENDS Cadetship Program.
• Trainings and/or certifications on any of the following domains are required:
• IT Service Management
• IT Infrastructure (Network, Servers, Cloud, etc.)
• Cybersecurity and/or Information Security

IV.    WORKING CONDITIONS

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