Manager - Technology

Designation:          ManagerDepartment:          TechnologyLocation:                Makati, PHReport to:              Director, TechnologyWork Set-up:         Work from Office WORK BRIEF: This role is a Single point of contact with respect to technology for Internal & external customers during the BAU phase. ITIL Aligned responsibilities in detail CORE RESPONSIBILITIES: Service Lever ManagementDefining the SLA requirements of the client and signing the SLAManaging the service levels as defined in the SLAConducting Service Review MeetingsManaging Customer ExpectationsService ReportingIdentifying the reporting requirementsEnsure timely and accurate delivery of reportsIncident ManagementOwner of all incidents related to the clients’ services.Will be responsible for the successful resolution of all incidents according to SLA.Review P1 and P2 incidents and provide continuous feedback to service support ownerRaise Problem Tickets and coordinate with Problem Management TeamsAvailability & Capacity ManagementPrepare a capacity plan for the serviceEnsure adequate capacity is available to meet the Service Availability targets.Define clear guidelines on the availability managementCommunicating Maintenance Schedules to clientsIT Service Continuity (Review Incidents and provide feedback)Prepare IT Service Continuity plan for the serviceCarryout the service continuity tests and publishes resultsBusiness Relationship ManagementTake complaints and resolve them on priority and communicate effectively during the progressCarryout CSAT survey (VOCs) on Quarterly / Half / Full yearlyEstablish action items based on the feedback from the clientsCarryout Monthly meetings with service owners and Operation Managers to seek proactive feedbackPrepare a Service Improvement PlansChange ManagementCo-Ordinate changes with internal and external clients for successful implementationValue-Add Responsibilities:Participative in team bonding, offline activities as necessary with managementAssist new team members in need and breed the team culture along with coaching and development of DRsEssential Knowledge:Knowledge of hiring for candidates in a BPO set-up any mode of communication from previous experiencesKnowledge on HR facets as required for the role and abreast of law of the landVendor /3rd Party Management on technology relationsAudit Management (Internal External – ISO/Client)Essential Skills:Willingness to work in UK / US shiftsCommunicate effectively, both orally and in writing.Flexibility to meet business requirements and fluctuating workload, manage changeProject Management and ability to Organize, prioritize, and complete them.Good Interpersonal Skills to foster a cooperative work environment within the management.Hardworking and Smart working attitude with openness to feedback and positive attitudeTeam Management and People Management SkillsActive knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.Scope of Team Management:This role will have DRs to manage as per business ratio and scope (3-4 engineers)Decisions to be taken in consultation with superiorMINIMUM QUALIFICATION:Bachelor’s Degree Graduate (4 or 5 years course completed)Experience in ITIL facets for atleast 2-3 years along with handling engineers