Metro Manila
Experienced IT Service Manager and Integration Platform Lead skilled in automation, ITIL v4 practices, and hands-on development and platform support. Over 7 years of experience enabling reliable operations and integration through Boomi and Workato for enterprise clients like Procter & Gamble (P&G). Passionate about optimizing service delivery, driving automation, and ensuring stability through proactive governance and collaboration.
Operations: Escalation: Handle second-level escalations and attend RRT calls as needed. Higher-Level Issues: Address business and service issues, including scope, funding, and process exceptions. Meetings & Documentation: Facilitate Monthly SDRs for Boomi Platform, create end-to-end documents, and consolidate reports for Monthly Operations Review. Incident Reporting: Coordinate EAI Incident Reports related to Boomi and lead internal reviews. Service Management: Reporting: Produce regular service performance reports and highlight significant incidents. Service Reviews: Attend monthly or quarterly service reviews and lead discussions on EAI incident reports. Postmortem Reviews: Participate in postmortem reviews, coordinate action steps, and drive closure of activities. Performance Analysis: Review service performance against SLAs and OLAs, and conduct annual reviews of the Service Level process. Improvement Plans: Identify and prioritize joint improvement plans with service lines. Global Meetings: Participate in monthly DLM meetings to address global concerns and align on EAI technologies. Conflict Resolution: Manage service line expectations and provide conflict resolution for problem management. Innovation: Work with Operational Innovation to drive automation and monitoring opportunities. Documentation: Ensure all solution documentation is up-to-date. Resource Management: Tracking & Reporting: Review actual hours tracked against expected allocations and report on financial health. Staffing Alignment: Align with Site Leadership on staffing/resource needs to deliver services.
Operations: Escalation & Contact: Handle first-level escalations and act as the primary contact. Compliance & Coordination: Ensure team adherence to SOPs and ITIL guidelines, and coordinate requirements with Service Managers/Site Leaders. Leadership: Lead the team, manage shift leads, and oversee process owners and duty managers. Issue Resolution: Drive issue resolution with necessary coordination and communication. Meetings & Admin: Attend monthly SDRs for Boomi Platform, ensure admin tasks are completed, set up team meetings, and manage schedules (vacations, CDOs, duty manager). Scheduling: Create support rotation schedules, maintain WFH schedules, and post them in SharePoint. Expertise & Documentation: Develop expertise in technology, train EAI, and coordinate solution-specific document updates. Announcements & Workload: Handle Boomi release and patching announcements, and manage workload allocation during shifts. Resource Management: Utilization Tracking: Track FTE utilization and provide input to SLM/Site Manager. Resource Provision: Provide resources for projects or management needs, and participate in project review meetings. Scheduling & Communication: Act as resource manager, create and adjust schedules, and communicate team whereabouts. Staffing Assistance: Assist staffing manager in resource identification and support demands, and help in organization building. Effort Estimates: Assist Service Managers with work effort estimates. Capability Management: Resource Identification: Identify appropriate resources for tasks. Progress Monitoring: Monitor resource progress and provide updates to SLM/Site Manager. Training & Improvement: Manage training needs, drive and implement service improvement plans, and provide quarterly coaching and mentoring.
• Understand end-to-end business process • Recommend and execute Service Improvement Plans [SIP] for the service line • Address escalated issues timely for the assigned applications • Train and mentor L2s in the application/s • Provide subject matter expert (SME) consultation to assist Process Owners and Service Manager. • Provide assessment and EDM approval for changes. • Create and maintain documentations and training materials • Manage the day to day operations of the shift • Ensures all significant issues are properly handled and escalated timely to management as necessary. • Ensure all members of the team attends required trainings, meetings and other activities related to the operations. • Ensures quality Handover of the shift • Point of contact during a specific shift and coordinator between different teams • Point of contact during Outage and must be present in any technical bridge/RRT • Assist/coach team members in ticket resolution • Responsible in ensuring all emails to the team are addressed
Leads multi-regional support teams for Boomi and Workato Platforms under the P&G account, managing 15+ FTEs. Oversees service delivery performance, capacity governance, and escalations. Implements EAIMON-ServiceNow automation, reducing manual monitoring by 35%. Facilitates CAB meetings and change reviews. Collaborates on SOW renewals, platform upgrades, and performance improvement initiatives.
Provided technical support for EAI Boomi platform. Coordinated with vendors and internal teams for infrastructure issues.
Managed client relationships and product presentations. Oversaw sales forecasting and technical solution pitches.
Designed technology solutions and conducted product demos. Delivered pre-sales support for major tech brands.