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  • Description



  • ROLES AND RESPONSIBILITIES:

    Assist and support User Services team in incident management activities and the associated managed services that performs these incident functions.

    PRIMARY ACTIVITIES:

    IT Support – Incident Management is required to:

    • Monitors the SLA of managed services – service desk, switchboard operations and copy centers;

    • Assist in monitoring of major incidents and problem and when necessary coordinate with relevant teams to hasten immediate resolution

    • Reviews the monthly performance reports of the managed services;

    • Assist in the monitoring of OLAs with fulfillment teams;

    • Monitor issue tracker for incidents and problems and escalate to appropriate infrastructure and solutions support teams;

    • Assist User Services team in preparing the service desk team in providing early life support of newly released services/applications;

    • Any other tasks that may be assigned from time-to-time in relation to service transition and early life support.

    COMPETENCIES:

    • Knowledge of Information and Communications Technology as applied in an enterprise environment.

    • Excellent interpersonal skills and experience in customer support with a client-oriented attitude.

    • Strong organizational skills and ability to manage multiple tasks.

    • Willing to work in a team for long hours while under pressure.

    • Knowledgeable in ITIL and Project Management frameworks is preferred.

    ENGAGEMENT:

    The IT Support – Incident Management is expected to perform all the activities outlined in this TOR for a period of six months. Periodic reviews will be conducted throughout the engagement. This engagement is subject for renewal.

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • IT Support – Incident Management

  • Pasig, National Capital Region

  • Company

    Talentium
  • Type of contract

    Temporary contract

  • Work type

    Casual

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