Job Description / Requirements
Job Summary:
Provides timely and accurate user support and customer service to external and internal clients requiring technical assistance based on agreed service level management

Duties and Responsibilities:
1.Service level management
Ensures all incidents and requests are resolved within the agreed service level agreement.
Monitors and logs the all actual services provided, versus the required service level agreements.

2.Service transition
Change management
Manages changes to the service infrastructure including service assets, configuration items and associated documentation, whether via request for change, emergency changes, incidents or problems
Provides effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.
Develops, documents and implements changes based on requests for change. Applies change control procedures.
Documents changes based on requests for change. Applies change control procedures.
Release and deployment
Uses appropriate tools and techniques for specific areas of release and deployment activities.
Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

3. Service operation
Problem management
Resolves problems throughout the information system lifecycle, including classification, prioritization and initiation of action.
Documents root causes and implements remedies to prevent future incidents.
Initiates and monitors actions to investigate and resolve problems in systems and services.
Assists in the implementation of agreed remedies and preventive measures.
Service desk and incident management
Ensures that incidents and requests are handled according to agreed procedures.
Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution.
Promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken to address the concern.

Qualifications:
Must have at least a Bachelor’s/College Degree in Information Technology, Computer Science, Computer Engineer or its equivalent
Must have at least 1 year working experience in the related field is required
Background in SAP, Oracle, Google Systems is a must
Must be willing to work in Ortigas, Pasig
Can start ASAP

How to Apply
If interested, kindly send your resume to paola_medina@seaoil.com.ph and indicate the position applying for.