IT Operations Associate Manager in Accenture Philippines. I have 8 years and 8 months experience in the IT Industry including 5 years in leadership and management position. I have broad experience in IT Service Management using ITIL framework, Customer Service Support, Messaging and Collaboration in Microsoft Technologies, Java Programming and Agile Methodologies.
職歴
IT Operations Associate Manager
Accenture Philippines
(8年
7ヶ月)
フィリピン, Manila
現在の勤務先の就業開始 2010年02月
Project Role: Operations Shift Lead
Duration: 09/2015 – Present
The Operations Lead directs themselves and the team to ensure the right people are doing the right things at the right times. They balance and prioritize work to ensure service availability to our clients through team optimization, process adherence, retraining, etc.
Role and Responsibilities
• Supervise resources across the delivery center
• Drive continuous improvement across the delivery center
• Responsible for SOP adherence and review and update as necessary
• Responsible for day to day Operations (reports, case reviews, cross delivery center coordination, shift staffing and scheduling, productivity and skills assessment)
• Responsible for resource allocation and prioritization of daily tasks of the team
• Responsible and accountable for performance and professionalism of the team
• Proactive performance management and employee feedback
• Drive compliance (training, CDP, certifications, SSAE, ISO, and others as required)
• Responsible for the Business Continuity Plan
• Responsible for supporting Major Incidents, escalations, and RCAs
• Participate in Problem and Change Management processes
• Responsible for collaborating and connect with Global Command Center
• Responsible and accountable for reporting and personnel issues to Human Resource
• Accountable for escalating technical (tools) and facilities related incidents/issues
• Assist in HR, Recruiting, Training, and other initiatives
• Provide backup coverage DC Manager
• Responsible for co-managing cost to serve – by capacity assessment, efficiency assessment, and productivity management
• Responsible for mentoring, coaching, and developing team members
Project Role: L3 Engineer
Duration: 09/2014 – 09/2015
Level 3 is the final functional escalation point within the Reactive Support Team. The Level 3 Reactive Support Engineer is expected to balance their own case load with providing consultative, collaborative, mentoring and coaching to peer and junior team members.
Role and Responsibilities
• Assume ownership of all functional escalations
• Responsible for accurate and concise Incident communication as per the agreed intervals
• Subject Matter Expert (SME) in multiple areas of supported technologies
• Engage and collaborate with internal escalation or external vendors, when appropriate
• Responsible for participating the in the on-call schedule to which assigned
• Responsible for assisting in RCA investigation as needed
• Responsible for contacting the on-call engineer as needed
• Provide input into Capability development for future skills development
• Responsible for mentoring, coaching, and developing other levels
Project Role: L2 Engineer
Duration: 09/2013 – 09/2014
The Level 2 Reactive Support Engineer is the first level of functional escalation for those issues that can’t be resolved by the Level 1 Incident Analyst.
Role and Responsibilities
• Assumes ownership of functional escalations from Incident Coordinator, Operations Lead, and other Incident Assignees
• Responsible for accurate and concise Incident communication as per the agreed intervals
• Expeditiously diagnoses and resolves Incidents within agreed SLA/OLA targets
• Adhere to processes and procedures as outlined in the SOP
• Promptly escalates to Level 3 as per the SOP or as advised by the Shift Lead
• Communication to the client SDM/CTL as per the SOP
• Responsible for inbound call overflow from Level 1
• Perform activities as directed by the Shift Lead
Project Role: Sales Process Support
Duration: 03/2013 – 08/2013
Role and Responsibilities
• Co-plan the long-term strategy for demand generation.
• Develop and maintain all sales support assets including sales collaterals.
• Coordinate with both Avanade and Accenture in developing and continuously improving sales support processes, templates, job aids and tools.
• Ensure all delivery units are aware and compliant on our sales support methodology.
• Review, report and analyze deal results and other metrics and identify and pursue actions to address issues and risks.
• Serve as solution architect, as capacity permits.
• Represent Avanade PDC during orals and client visits as requested by delivery unit leads.
Project Role: Migration Lead / ISMS Coordinator / BCM Coordinator
Duration: 09/2012 – 03/2013
Role and Responsibilities
• Perform migration from MS Exchange 2003 to 2010 using Migration Engine and PowerShell
• Create essential PowerShell scripts for automation of migration and monitoring.
• Create Migration Status Reports and Error Logs.
• Resolve Severity 4 issues during mailbox migration.
• Communicate with other Project Leads regarding migration status and high severity issues.
• Create all the required documents for Business Continuity Management.
• Responsible for the process execution when a disaster takes place during the project duration.
• Create all the required documents for Information Security Journey.
• Ensure that all non-standard hardware/software go through the proper review and approval process.
Project Role: SCOM Support
Duration: 03/2012 – 09/2012
Role and Responsibilities
• Monitor servers using System Center Operations Manager.
• Escalate issues on a timely manner.
• Troubleshoot issues when needed.
Project Role: Migration Engineer
Duration: 02/2011 – 03/2012
Role and Responsibilities
• Perform mailbox migration from Lotus Notes to Microsoft Exchange 2010 using Quest Migrator.
• Create Status Reports and Error Logs.
• Resolve Severity 4 issues during mailbox migration.
• Communicate with other Project Leads regarding migration status and high severity issues.
• Install software packages to client machines after migration and delegate user access to users.
• Create all the required documents for Business Continuity Management.
• Responsible for the process execution when a disaster takes place during the project duration.
• Create all the required documents for Information Security Journey.
• Ensure that all non-standard hardware/software go through the proper review and approval process.
Project Role: Software Engineer
Duration: 02/2010 – 02/2011
Role and Responsibilities
• Create management pack for different Microsoft applications.
• Create custom scripts for management pack using PowerShell.
• Create all the required documents for Business Continuity Management.
• Responsible for the process execution when a disaster take place during the project duration.
• Create all the required documents for Information Security Journey.
• Ensure that all non-standard assets go through the proper review and approval process.
• Creating and maintaining the Training Plan.
学歴
De La Salle University Manila
Bachelor of Science in Computer Science Major in Computer Systems Engineering 場所 IT
(5ヶ月)
フィリピン, Manila
2010年05月から2009年12月まで
実績
2018年09月
Executive LaunchPad Program in Accenture is a four month program of high performer Associate Managers to prepare them for the executive position. Below are the topics discussed during the Program: Executive: Leading the Accenture Way, Executive Presence, Leadership Insight: Journey to Intelligent Operations, Managing Your Client by Building Strong Relationship, Leadership Insight: Innovation, Leadership Labs: Managing Difficult Conversations, Strategic Orientation, Delivery Finance, Leadership Labs: Design Thinking
