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Full-time Email Us Team Lead (i.t)

at Pccw Solutions Philippines Inc. in Pasig
Published at Oct 11, 2021

Key Responsibilities:
• Oversee the day-to-day operations of IT Enterprise Solutions Team (Development, QA, and Support teams).
• Daily Reporting of status and communication with HK manager
• Act as Hands on PM to analyse user requirements, conduct system & UI design
• Manage the system development and testing covering the entire System Development Life Cycle (SDLC)
• Ensure adherence to SLA and monitor overall performance in terms productivity and quality of the team.
• Supervise the team to follow company’s policies, standard procedures and processes.
• Act as an escalation point where difficult or controversial calls are received.
• For Support tasks, leverage service desk best practices and process frameworks such as ITIL.
• Offer first line analyst support and handle resulting incidents or service request in line with team’s objectives.
• Prioritize work allocation and maximize the usage of resources.
• Provide continuous feedback to the Shared Services Head, including positive confirmations on matters relating to compliance with company policies and procedures
• Ensure a cooperative and open knowledge sharing relationship is developed and maintained with other operating teams


Personal Competencies:
• Degree holder in Computer Science/Information Technology or related field.
• At least 6 years of experience in IT profession with minimum 5 years in people and project management.
• Handled a team of 20 or more.
• IT experience is preferably on areas of Application Development or Production Support maintenance work, preferably in BPO and/or shared service environment.
• Result Oriented. Able to understand the purpose of each task to provide accurate solution and effort estimation
• Knowledge of IT service desk tools and best practices.
• Preferably with ITIL certification.
• Strong coordination, organization and interpersonal skills.
• Experience in multi-culture environment.

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