Data Center Operations  

Delivers critical tasks to create and manage the Service Level Agreements (SLA) with the customer, and maintain the Operational Level Agreements (OLA) with the support and underpinning contracts (UC) with 3rd party provider

˗ Prepares regular reports on Service Performance and achievements for submission to the Department Head for review and dissemination

˗ Review and approve change requests to resolve incidents/problems and other issues affecting service level performance for approval of the Department Head

˗ Manages activities projects related to service improvements and other ad-hoc projects assigned to the person

˗ Monitors component availability and disaster recovery capabilities/initiatives

- Orchestrates service continuity exercises

˗ Incident Management and Problem Management

a. Coordinates resolution of High Priority incidents and escalates if necessary

b. Regularly prepares updates for stakeholders and management on major incident resolution and submits to the Department Head for review and dissemination

c. Prepares a formal Incident Report for stakeholders, service/system owners, business/ operations and system users and submits to the Department Head for review and dissemination

d. Identifies “problems” affecting service levels and coordinates resolution of the identified problems

e. Identifies cost-savings opportunities in the ISG service and within the Department’s processes and recommends them to the Department Head

˗ Delivers:

- Draft/signed-off SLAs, OLAs, and service management plans

- Reviewed Service Level Reports

- Recommendations to be given to the OLM, DID, ISOD, and other teams regarding strategies on attaining availability, capacity, and service continuity targets

- Timely resolution or escalation of high severity incidents

- Updates on the incident resolution and formal incident report submitted to the Department Head for review and dissemination

- Solutions or inputs on solutions to address problems or eliminate or minimize the occurrence of problems submitted to the Department Head for review and approval

˗ Candidates must be a graduate of Bachelor's Degree in Information Technology or any related course.

˗ With at least 1 year(s) experience in Data Base Administration.

- Willing to work at Makati/Mandaluyong/BGC