Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Service Assurance Coordinator  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    24th Floor, Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2021-02-07T11:34:56.569000+00:00
Job closed.

Job Description

About the account:

Founded in 2002, our client is an Australian-owned information technology and communications service provider that offers systems integration, technology sourcing, business systems architecture, telecommunications, and information communications technology (ICT) consulting services. Our client builds and manages communication, application and infrastructure solutions for medium-sized businesses, large multinationals and government organisations. More than 2,000 clients rely on our client as a strategic partner, including many of Australia’s largest banking, education, government, health, insurance, construction, utilities, manufacturing and retail organisations.

About the role:

The Service Assurance Coordinator will be a member of the Service Assurance team, responsible for
compliance, governance, and documentation to support the client's operational business. The team
contributes to the strategic direction of the company by driving implementations and improvements across
support processes, systems, and documentation.

The Service Assurance Coordinator will assist the Service Assurance Manager with process governance and
reporting.

Key interactions will include;

  • Client's customers, service providers, and sub-contractors.
  • Internal technical teams and Service Delivery Managers; sub-divisions and related personnel; colleagues and associates.

Major Incident Management

  • Perform the duties of a Major Incident Manager as required:
  • Manage customer P1/P2 incidents to resolution
  • Coordinate investigation & resolution activities with resolver teams and vendors
  • Communicate to impacted stakeholders and other interested parties
  • Conduct Post Incident Reviews (PIRs) and draft the PIR document

Change Management

  • Assist the client's Change Manager:
  • Prepare weekly CAB agendas, CAB minutes, weekend changes and weekly change management reports
  • Prepare and publish outage/planned works notifications as required

Problem Management

  • Assist the client's Problem Manager:
  • Assist in the follow up of problem tickets
  • Prepare problem management related reports
  • Analyze support ticket data and identify the problem

Service Assurance

  • Assist the client's Service Assurance Manager:
  • Prepare and publish weekly service assurance reports
  • Prepare timesheet and billing reports
  • Collate and analyze support ticket data
  • Identify exceptions and escalate to support team managers
  • Review and validate tickets for completeness and accuracy
  • Manage the on-call roster
  • Assist with data entry and other administrative tasks as required

Service Assurance Framework Development

  • Assist the Service Assurance Manager with maintaining the Service Operations Management Framework
  • Assist the Service Assurance Manager in the development of the IT Service Management as a Service (ITSMaaS) offering

Minimum Qualifications

  • Tertiary qualifications in Information Technology or relevant experience
  • ITIL Certification
  • 1-2 years of Major Incident Management experience
  • 2-3 years’ experience in IT Service Delivery or equivalent
  • Experience in technical and management report creation
  • Experience in report automation will be an advantage
  • Experience in a managed service environment will be an advantage

Interpersonal Skills

  • Good communication skills
  • Customer Focused acumen
  • Ability to analyze data and report
  • Ability to prioritize workload and meet deadlines when required
  • Quality has driven - accuracy & attention to detail
  • A methodical, logical and rational approach to problem-solving
  • Ability to work well under pressure
  • Self-starter

Competencies:

  • Deciding and Initiating Action
  • Working with People
  • Adhering to Principles and Values
  • Writing and Reporting
  • Coping with Pressure

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
15th Floor Fort Legend Tower, 3rd Avenue cor. 31st Street, Bonifacio Global, City, Taguig, 1634 Metro Manila
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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