Quezon City, National Capital Region, Philippines
Results-driven IT Governance expert with extensive experience in driving organizational excellence through strategic IT leadership. Proven track record in managing IT governance frameworks, including change management, problem management, IT budgeting, and risk compliance. Skilled in developing and implementing IT policies, procedures, and manuals that ensure seamless operations and optimal resource allocation. Passionate about fostering a culture of innovation, collaboration, and continuous improvement, with a strong ability to champion people and cultural initiatives that drive business success. My professional journey includes pivotal contributions as an IT Service Management Analyst, where the cultivation of efficient IT service strategies was paramount. We enabled substantial improvements in service delivery by employing targeted problem-solving techniques. This experience has ingrained a thorough understanding of the challenges and intricacies of IT operations, allowing me to effectively navigate the dynamic landscape of technology and business process integration.
IT Change Management * Identifies and initially review the Change Requests raised in the ITG Ticketing System to help facilitate the evaluation and approval of the Change Management Board (CMB). * Acts as the facilitator of the CAB/CMB Review meeting. *Set-up the processes and controls of the new functions assigned in relation to Release and Configuration Management and Software Asset Management. IT Incident and Problem Management * Identifies issue and causes of the incidents. * Creates a repository of common issue and procedures of resolution or its workaround. * Coordinates with IT Heads relating to common issue to identify best practices and problem analysis * Releases advisory in coordination with the IT Officers/Head. * Monitors and follow up on the status of problems up to their resolution. IT Budget Management * Monitoring and reporting which covers the activities involved in the annual creation, re-forecast, monthly monitoring, and reporting of ITG's budget and its utilization. * Facilitates budget consolidation and analysis for yearly IT Budget proposal. IT Risk Management * Assist in identification best practice in IT Risk Management process in coordination with ERMG * Participate and may be assigns to lead or assist during BCP or DRP activity. * Updates IT BCP/DRP guidelines in coordination with the IT Heads * Facilitates consolidation and reporting of IT Information Security Risk Assessment (ISRA), Special access granted to IT officers and User Access Recertification IT Compliance * Coordinates with internal and external auditors for IT audit related issues * Tracks IT Outstanding issues and spearhead discussions with IT Group, if necessary, to resolved audit issues * Collaborates with IT Risk, Information Security, Compliance Office, Human Resources and, Legal Department to keep abreast of the internal policies.
Primarily responsible for coordinating, operating, and implementing IT Service Management practices and procedures to improve and develop ITSM processes and associated procedures/tasks. Responsibilities: Problem Management: Engage with technical teams to facilitate the remediation of problem tasks. Track progress and participate in their process to measure success. Change Management: Gatekeeper and a champion for change-making sure all operational adjustments are understood, implemented, monitored, and reported back to clients. · CAB) approval. Facilitate CAB meetings. · Review changes based on documented criteria to approve or reject as needed. · Ensure that deployment plans, rollback plans, and testing plans are clarified and accurately stated. · Perform retrospective analysis of changes to identify what worked well and what didn’t. · Coordinate the development of processes and procedures for handling urgent and emergency changes in response to incidents. Major Incident Management: Run Major Incident conference bridge calls, facilitate communications, engage, and collaborate with Vendors, IT Teams, and Business Developers/Users for remediation, and drive the incident resolution within the predefined me limit described in the Service Level Agreement.
Responsibilities: · Handling high-level escalation for complex telephony issues. Collaborate with AWS Level 3, Network, and ISG Teams to fast-track the resolution of incidents. · Collaborated with engineers and developers to select appropriate design solutions and ensure compatibility of system components. · Responsible for administering and maintaining day-to-day Telephony operations to ensure the availability of telephony services and meeting the SLA for incidents and service requests. · Delivering contact center solutions to the company, improving telephony processes, project management, implementation of new so ware and CTI (computer telephony integration) tools · Ensure that all Telephony systems are adequately documented Develop and implement policies and classify and oversee access to protect telephony systems · Troubleshoot issues and comply with appropriate security configuration standards. · Support and maintain secure access to the AWS and other web tools handled by telephony. Technologies Used: Amazon Web Services (AWS) globe of good and console management, Avaya, Servers, Service now
Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. Responsibilities: · Responsible for managing the day-to-day operations of the whole Telco Call Center Operations which includes managing staffing and meeting /maintaining Service Level/KPI. · Responsible for helping oversee the successful completion of projects and events, specialized tasks, managing a team of staff members, and establishing relationships with vendors and business operations managers. · Real time Monitoring of call queue and real time adherence using Avaya CMS, NICE IEX, and Amazon Connect (AWS). Conducts quality check/line test of Integrated Voice Response (IVR) and coordinates with the Telephony team for any IVR-related incident. · Escalates issues such as system and network down me affecting products and services. Includes validation and data analysis and collating samples. Share feedback on escalated issues to partner/vendor and handling/talk points if applicable. · Keys daily exception requests updates schedules and responds to escalated issues and ad-hoc requests. · Cascades new advisory, handling, new process, and scheduled activity by network and project team. Update issue tracker, process skill on request from partners, cascades new advisory, handling, new process, and scheduled activity by network and project team. · Submit postmortem reports to show the reason for the failure of a certain line of business, either volume driven by an escalated issue or staffing deficit.