Responsibilities
- Direct the management, trend analysis, and handling of support and change service requests.
- Conduct ongoing platform health monitoring and system checks to ensure stability, performance, and capacity.
- Set priorities and coordinate work for technical resources to ensure service requests and changes are completed on time.
- Lead Change Management cycles and ensure visibility across all stakeholders.
- Analyze platform performance metrics and develop action plans to address risks or issues.
- Coordinate incident and service request resolution from initiation through root cause analysis, involving Service Desk, Level II/III, and engineering teams.
- Act as an escalation point for high-priority incidents (P1/P2), ensuring timely communication and resolution.
- Drive root cause analysis follow-through, ensuring corrective and preventive actions are implemented.
- Maintain a strong working knowledge of supported platforms and apply expertise to client environments.
- Ensure adherence to client policies and ITIL processes, including Incident, Problem, Change, Release, Security, and Asset Management.
- Build and maintain strong, trusted relationships with client stakeholders.
- Serve as a strategic advisor and primary operational contact for assigned clients.
- Lead regular operational status reviews and business review meetings.
- Create and deliver weekly and monthly service reviews to clients, provide service metrics input, and collaborate with internal teams to support quarterly business reviews.
- Coordinate communications across Account Management, delivery teams, and third-party vendors.
- Proactively assess client satisfaction and identify opportunities for improvement.
- Conduct structured client feedback sessions and drive action planning based on outcomes.
- Capture and share lessons learned and best practices across internal teams.
- Mentor internal resources to ensure high standards of delivery and customer experience.
- Participate in and support contract renewal activities, including scope validation and service alignment.
- Partner with Business Development teams to identify account expansion and optimization opportunities.
- Assist in the development of Statements of Work, Change Requests, RFP responses, and other contract documentation.
- Track project run rates, resource utilization, and support accurate invoicing processes.
- Provide inputs to billing and financial reporting, including effort tracking and utilization data.
- Support pre-implementation planning, including requirements gathering, level of effort, and resource planning.
Compensation
Not specified
Work Arrangement
Remote (Worldwide) — Manila
Team
Not specified
Not specified
