Job Scope:

• Deliver service operations processes of problem, change, configuration, incident and release management. Specialize in the delivery of one of the processes, or provide management and coordination across multiple processes.
• Provide day-to-day support for one or more products or applications that are deployed to the production environment. Ensure the availability of an application or product for end users.
• Identify, log, monitor and escalate issues/outages and ensuring timely assignment and resolution of incidents to meet SLA's
• Proactively preventing the occurrence of incidents, problems and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues
• Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages
• Proactive prevention of problems via trend analysis, targeting support action and communication
• Discover, analysis and document accurate information to support the effective management of events through its relevant process such as Change, Incident and Problem Management
• Establish and maintain good relationships with clients and other third party vendors.
• Ensure adherence of existing and new processes and process changes for completeness, consistency and conformity to Service Management documentation standards (including naming standards policy guidelines, etc)
• Governance of ITIL disciplines ensuring compliance to industry and internal audit controls are met
• The creation of and maintenance, deployment and institutionalization of all Service Management processes/procedures/documentation/tools/templates and reports

Job Qualifications:

• Diploma or Degree in Information Systems or equivalent
• 3+ years of experience in Incident Management / Service Management
• Familiar with Service Management framework design and implementation
• Good understanding of program/project management
• Must have good knowledge in Microsoft Office especially Excel.
• Enjoys working as part of a team, able to guide and motivate the team
• Can pick up new technology quickly
• Good to have familiarity of PEGA Systems

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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