MakatiREPORTS TO: On-Site Operations Manager and TOC Head SUPERVISING: On-Site Support Engineer
FUNCTIONS & PRINCIPAL ACTIVITIES
CORE RESPONSIBILITIES
To accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
BUSINESS RELATIONSHIP MANAGEMENT
To professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.
SERVICE OPERATIONS MANAGEMENT
Reviews and approves advisory
Reporting to immediate head on significant events that happened on the assigned shift and ensuring smooth and orderly transition to the incoming team member.
SERVICE OPERATIONS MANAGEMENT - EVENT & MONITORING MANAGEMENT
Provide assistance and appropriate actions in remediation of critical infrastructure incidents.
To ensure events and activities are properly coordinated between On-Site Team and SOC/NOC teams
SERVICE OPERATIONS MANAGEMENT - INCIDENT MANAGEMENT
To coordinate with Incident Manager and support client communications whenever necessary.
SERVICE OPERATIONS MANAGEMENT - PROBLEM MANAGEMENT
To coordinate with Problem Manager and support client communications whenever necessary.
ORGANIZATIONAL DEVELOPMENT - TEAM MANAGEMENT
Supervises the On-Site operations and ensure it is in accordance with the support and operation policies, protocols and procedures
Train and coach new member going on board, specifically on policies and process
Responsible for providing task assignments for resource within his team
Conduct performance review of his team members
CHANGE MANAGEMENT
To supervise the implementation of changes.
INFORMATION MANAGEMENT
To promote and contribute to TOC's information and knowledge repository.
DEGREE: Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent
EXPERIENCE:Have at least 4 years working experience in a NOC Operations environment
Have at least 3 years working experience in a Operations Support
(Level 3) environment monitoring mission critical systems
Have at least 2 years working experience as a Supervisor/Team-Lead in an Operations Support (Level 3) environment
TECHNICAL SKILLS:(A) IP Networking
(A) Monitoring Systems
(A) Network Troubleshooting
(A) System Troubleshooting
(I) Application/Web Programming
(A) ITIL
(A) Cybersecurity Fundamentals
(A) Firewall intrusion detection, prevention and protocols
(A) Identity and access manager principles
(A) Secure Network Architecture
(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced 5 years
COMMUNICATION SKILLS
(A) Speaks clearly and can be easily understood.
(A) Expresses & speaks ideas in a logical and organized sequence.
(A) Writes clearly, concisely and effectively.
(A) Expresses ideas in a logical and organized sequence in written form.
(F) - Familiar / 0-12 months
(N) - Novice / 1-2 years
(I) - Intermediate / 3-4 years
(A) - Advanced 5 years
With at least 4 years’ experience in coordinating with partners & clients
ABILITIES:Must work well under pressure
Must have good interpersonal skills
Must be proactive when identifying potential issues
Must show strong & effective coaching capabilities
Must show strong customer management skills
Must prepare well-organized and comprehensive reports tailored to its audience
Able to effectively assess tasks & risks to prioritize work
Able to approach a complex task by breaking it down into its component parts and considering each part in detail
TRAININGS & CERTIFICATIONS REQUIREMENT:ITIL Foundation
Cisco Certified Network Associate (CCNA)
Routing and Switching
Wireless
TRAINING & CERTIFICATION DEVELOPMENT:Technical Traning
Windows Admin
Linux Admin
Cisco Certified Network Professional (CCNP)
Routing and Switching
Wireless
Management Training (Salt & Light)
Developing Excellent Supervisors
People & Performance Management
Coaching & Mentoring Essentials
21 Irrefutable Laws of Leadership (John Maxwell
Strong analytical and planning skills;
Good communication and presentation skills;
Excellent problem-solving skills;
Have at least 4 years working experience in a NOC Operations environment
Have at least 3 years working experience in a Operations Support
(Level 3) environment monitoring mission critical systems
Have at least 2 years working experience as a Supervisor/Team-Lead in an Operations Support (Level 3) environment
