Deskripsi Pekerjaan
Are you a seasoned IT professional looking to lead critical service operations? Ayala Coop is seeking a highly skilled IT Service Operations Sr. Engineer to join our dynamic team in Makati City. In this pivotal role, you will be responsible for overseeing our IT service delivery, ensuring high availability, and driving continuous improvement in our ITIL-based processes. We are looking for a strategic thinker who can bridge the gap between technical execution and business needs. If you have a passion for optimizing IT services and managing complex service requests, we want to hear from you.
As a Senior Engineer, you will act as a key technical lead, managing incidents, problems, and changes while mentoring junior staff. You will work closely with cross-functional departments to enhance our IT infrastructure and ensure seamless business operations. We offer a competitive environment where your expertise will directly impact the efficiency and reliability of our services. Join us to shape the future of IT service management in a leading cooperative organization.
Tanggung Jawab
- Manage and oversee the daily IT service operations, ensuring strict alignment with ITIL best practices and standards.
- Handle complex incident and problem management, driving timely resolution and performing deep root cause analysis.
- Collaborate with cross-functional teams to implement and improve IT service management (ITSM) tools and workflows.
- Monitor system performance and uptime metrics, proactively addressing potential issues to minimize business downtime.
- Manage vendor relationships and service level agreements (SLAs) to ensure high-quality delivery of external services.
- Lead the IT service desk and support operations, mentoring junior engineers and providing technical guidance.
- Conduct regular service reviews, prepare performance reports, and present status updates to key stakeholders.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT Service Operations, ITIL, or a similar technical support role.
- Strong knowledge of ITIL v4 frameworks and ITSM methodologies.
- Proficiency in using ServiceNow or similar ticketing and incident management systems.
- Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
- Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders effectively.
- Willingness to be on-call or work extended hours as needed to support critical business operations.