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Senior Manager – IT Operations
The Sr. Manager will own the IT responsibility for several global Qualfon sites as well as the IT delivery to Qualfon clients. From a site perspective, he/she will specifically own the desktop support teams which have a direct impact to client tasks/initiatives as well required alignment to over-arching steady-state Qualfon IT management. He/she will align with and work closely with peers in infrastructure (telecom, network, and systems). From a client perspective, he/she will establish a 1:1 relationship between Qualfon and client IT. The candidate must be able to drive change to support organization and departmental goals.
Additionally, he/she will focus on delivering service that meets Service Level Agreements (SLAs) and results in high customer satisfaction. He/she will develop strong relationships both externally and internally to IT Operations and achieve productivity improvements as measured by value for customer. He/she is to support business engagement leads that directly interface with business units to identify and enhance revenue potential through additional services. Additionally, he/she will lead an international and virtual environment team.
Reports To: Director, IT Operations
Tasks and Responsibilities:
1. Oversee the management of desktop resources at several global Qualfon sites.
Provide leadership to ensure outstanding technical service to all external and internal customers.
Manage the client relationship to existing steady-state tasks, new initiatives/projects as well as respond with priority to outages as they occur.
Provide technical leadership to internal and external personnel.
Mentors and provides guidance to less experienced personnel.Provides technical leadership to appropriate personnel on highly complex system administration activities.Provides technical solutions and escalated support for non-routine, highly complex technical issues.
6. Manage initiatives and projects with diligence, priority and response.
7. Work with strategic counterparts to evaluate new technology and provide recommendations for new technology where applicable.
Manages and coordinates urgent and complicated support issues which may involve other IT functional areas.
Act as escalation point for all requests and incidents.
Manage, monitor and report on the services and service levels required to support and deliver an exceptional IT support environment.
Coordinates with business personnel on proposals and work estimates involving highly complex system administration projects and solutions.
Takes initiative and action to respond, resolve and follow-up regarding end-user issues in a timely manner.
13. Assist with the management of BCP/DRP compliancy per site & client.
14. Coordinate with corporate resources assigned to order new equipment.
15. Adhere to company guidelines and procedures.
16. Participate in an on-call rotation for escalated outages.
17. All other tasks assigned.
Bachelor's degree in information technology, business administration or related field
10+ years of experience in enterprise IT support
5+ years managing IT staff
Ability to scope and specify technical solutions to satisfy customer requirement
Ability to multi-task and work in a deadline driven environment
Assist in formulating and implementing procedures to improve IT service levels
Excellent interpersonal, written, and verbal communication skills
The ability to quickly assess problems and find workable solutions
The skills to synthesize information, distill relevant facts and reach logical conclusions
Desire to continue skill set improvement.
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus.
1. Experience with large scale IT integration projects
2. 7+ Years working in a call center or multi-client environment
Strong understanding of hosting architectures including database, network, and SAN technologies and concepts
Familiarity with program management and infrastructure technology services delivery methodologies highly designed; recommended certifications: ITILv3 Foundations, Lean Six Sigma, PMI
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