WHY THIS ROLE IS IMPORTANT TO US:
As an Operations Coordinator – with focus on daily operations, documentation and processes, you will have the opportunity to be part of a dynamic and global IT Operations team that is dedicated to delivering outstanding service worldwide. You will be part of the IT Operations team, where you will work closely with team members located in other parts of the world.
The role is based in Manila, and you will be part of the Global IT team of +70 employees, which 13 of whom is part of the IT Operations team worldwide. If you are passionate about technology, have the desire to grow your skillset, and have the drive to excel in a global environment, this is the perfect role for you!
WHAT YOU WILL BE RESPONSIBLE FOR:
- Take an active part in following up on processes, ticket handling, escalations and improvements.
- Review and follow up on KPI’s related to IT Operations.
- Ensure quality and consistency in the manner of which support is delivered – using standardized tools, templates and instructions.
- Appreciate the importance of standard way of working, and define, document and communicate standard way of working to team members to ensure alignment and uniformity.
- Make sure that knowledge is handled in a professional and consistent way within the IT Operations team.
- Coordinate knowledge transfer activities
- Prepare, participate and host meetings with the Service Desk team and our customers
- Prepare operational reports (tickets, documentation, improvements etc.)
- Track and analyze trends in IT Operations tickets and generate reports.
- Prepare reports amongst other on tickets, documentation, improvements, etc.
- Provide support to other team members in documentation.
- Train and guide team members in processes and documentation guidelines.
- Maintain documentation for IT Operations processes
WHAT WE VALUE:
- Experience of working with IT Operations.
- Experience of working in a large global organization.
- Experienced in working with a modern ITSM tool.
- High quality standards and keen attention to detail.
- Experience working with Office 365 products such as Power-Point, Excel, Word, Teams
- Comfortable in presenting and hosting meetings.
- Experience in creating operational reports and ad-hoc reports.
- Proficient computer and technical skills.
- Solid analytical and problem-solving skills.
- Proactive, service minded and able to multi-task.
- Good interpersonal skills (empathy, verbal dexterity, etc.)
- Coordinate and track continual improvement plans.
- Excellent communication skills and a collaborative team player attitude.
- A service-oriented mindset with a focus on delivering high-quality support and solutions.
- Have a high ‘Sense of Urgency’ and focus on prioritizing tasks.
- Excellent process knowledge and documentation skills.
- Knowledge and experience of using ITSM tools, preferably Jira and Confluence.
- ITIL Foundation or higher level of ITIL certification.
About Eastvantage
At Eastvantage, our mission is to create meaningful jobs and provide careers that are knowledge-based, inspiring, and always with the potential for development and growth. We are an independently-owned Global business solutions company enabling offshore operations from our locations in the Philippines, India, Bulgaria, Vietnam and Belgium. With European roots, we provide our services to global companies that have offices in every populated continent in the world. We have been in the industry for over a decade, growing from a handful to over 1200 happy employees over the years. We invite you to navigate through our website to get to know who we are, to see what sets us apart in culture and thinking. Join us and be part of our success story!
