This job ad has been posted over 40 days ago...


full time IT Service Management Lead Opening ASAP Metro Manila Site

at VCCLINKInc (Anywhere)

Job Responsibilities

-Proactive problem management through trend analysis and incident elimination within IT Service Management.
-Responsible for eliminate re-work, provide cost savings, increase revenues and increase client/customer satisfaction within the sites
-Identifies opportunities/issues, defines and manages problems
-Defines the organizational structure of problems and the interfacing with the functional work streams associated with tasks.
-Directs and controls all work performed within the problem framework and has the authority for problem element's task assignment and schedule(s).
-Responsible for daily communications and formal problem reviews with all stake holders.
- Recommends solutions and controls, and implementing approved recommendations.
- Ensures accurate quality measurements and tools are implemented within infrastructure.

Principle duties include:
• Meets all problem SLA (Quality, Delivery and Cost)
• Identifies, tracks, and manages tasks, and resolves problem issues.
• Proactively disseminates problem information/reporting to all stakeholders.
• Identifies, manages, and mitigates risk.
• Ensures that the overall solution is of acceptable quality.
• Proactively manages scope to ensure that only what was agreed to be delivered, unless changes are approved through scope management procedures.
• Defines and collects metrics to give a sense for how the actions to the open problem is progressing and whether the deliverables produced are acceptable.
• Manages the overall work plan to ensure work is assigned and completed on time and within budget
• Drive incidents out of the system through trend analysis
• Identify opportunities for knowledge and training company-wide for IT Services
• Create actionable deliverables based on data and information in our ITSM and related systems
• Support, engage and report results to senior leaders
• Develop and champion opportunities company-wide to improve the customer experience, eliminate problems and drive efficiencies
• Lower client and production system impact
• Decrease call handling times
• Promote shift left
• Drive in-depth incident, change and problem management through trend analysis


-College degree in a business–related field or equivalent experience.

-Four years of call center end user support experience

-Two years of demonstrated use of Lean Sigma, Six Sigma,

-Project Management tools and methodologies, or equivalent experience.

-Green Belt required, black belt preferred

-Strong analytical, incident and problem management skills with the ability to manage multiple tasks simultaneously, resolve problems and present appropriate business solutions and recommendations.

-Strong interpersonal skills demonstrating the ability to work independently and with a cross functional team.

-Excellent technical (MS Project, Word, and Excel), math/statistical skills and business objects for reports.

-Strong understanding of the call center industry and operations.
Ability to work in a dynamic, fast-paced environment.

-Understanding and ability to use statistical process analysis.

-Demonstrated ability to develop professional relationships and interact with all levels of internal and external clients.

-Understanding and ability to use math principles, charts and graphs.

You may send your resume to
or for initial phone interview mobile number +639175699803
for fast processing include text FULL NAME/APPLICANT/POSITION/ LOCATION/SOURCE/ Send to 09175699803

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Published at 20-11-2017
Viewed: 540 times