Service Assurance Coordinator
Eastvantage Business Solutions Inc.
- Taguig, Philippines24th Floor, Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
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