Services and Applications Management Associate

Location:

Ortigas, Pasig City

Job Summary:

The Services and Applications Management Associate is responsible for managing the operations and maintenance the in-production mission-critical, business-critical, productivity and function-specific ICT Services and application systems, and ensuring their utmost quality, reliability and value to the company.

General Responsibilities:

Services and Application Management

• Provides technical support and subject matter expertise in the entire lifecycle of ICT Services and application systems from project development up to decommissioning
• Manages the day-to-day operations of ICT services which includes the system administration, management and resolution of incidents and problems, deployment of changes, and development, planning and execution of operational improvements that will continually uplift the quality and reliability
• Synergizes with Service Reliability Management team and other ICT and business stakeholders in planning, performance, gap assessment and implementation of corrective measures on periodic disaster recovery testing
• Synergizes with Service Reliability Management team and other ICT, business and partner stakeholders in the development and implementation of innovations and operational efficiencies and reliability improvement initiatives and projects 
• Participate, synergizes with ICT and business stakeholders, and provide technical support during audits on ICT Services and application systems, reviews compliance requirements and ensures timely submission and resolution of findings and observations
• Continuously identifies risks on operations, deployments, new services and systems roll outs, and manages them by establishing preventive and mitigating controls to ensure reliability of ICT Services, avoid audit noncompliance, and protect the company’s image from reputational issues
• Manages and controls the application system licenses to ensure compliance with licensing agreements, avoid penalties, and optimizes the investment and costs of the company
• Provides consultancy services within and outside the company on specific application or solution
• Reviews and assesses the individual changes, enhancements and customizations considering entirety of the ICT Services and application landscape, integrations, standards, capacity on the system itself and supporting infrastructure and costs and provide analysis and recommendations to stakeholders
• Reviews the periodic performance of ICT Services, the performance of contractors, determines gaps and interventions and recommends proactive measures to maintain compliance to SLAs with the business 
• Handles the procurement process of acquisitions of operational technology investments including management of relevant licenses and maintenance agreements, including the preparation for approval of investments across the management hierarchy

Contract and Vendor Management

• Monitors contractor performance according to service level agreement, conducts regular performance review and provides performance feedback

Technical Competencies

• Knowledge of application life cycle, performance, and systems management
• Strong knowledge of application administration, operation and maintenance support of business services
• Experience and technical knowledge in IT Service Management processes such as Request Fulfilment, Event Management, Incident Management, Problem Management, Change Management, Asset Management, Configuration Management, etc.
• Technical knowledge on various technologies across the entire ICT Landscape (data center infrastructure, operating systems, databases, application and development platforms, networking and telecommunications, security, integration, etc)
• Knowledge and actual experience on the practice of Service Level Management

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent
• Minimum of 3 years of solid work experience in various areas of ICT operations and maintenance, technical support for applications, infrastructure, network, and with experience in managing, orchestrating cross-functional teams, projects or outsourcing partners
• Has extensive experience and direct participation in implementations various of enterprise-wide systems that cut across the business entire lifecycle (e.g. ERP, CRM, Asset Management, HR Systems, IT Service Management Systems, etc.)
• Has extensive knowledge and experience in managing the operations of enterprise-class application systems, infrastructure and tools