Daniel Blas Email & Phone Number

Metro Manila, National Capital Region, Philippines

Incident Management:• Monitor and respond to Outages/Priority Incidents based on the set Major Incident process• Coordinate the daily execution of the incident management process. • Facilitate regular incident review meetings. • Communicate changes and issues in the environment which may affect service desk and deskside incident volume. • Identify opportunities to minimize exceptions to processes, and propose framework for sustainable practice. • Monitor the effectiveness and efficiency of the incident management process. • Identify functional escalation point for tickets when required. • Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, and detect and prevent SLA and/or KPI breaches. • Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.Quality Assurance:• Perform regular audits and inspections to ensure compliance with quality process.• Analyze data to identify trends and areas of improvement.• Collaborate with other teams to develop and implement quality improvement initiatives• Provide training and support to staff on quality assurance processes and best practices.

Manila, National Capital Region, Philippines

• Monitor and respond to Outages/Priority Incidents based on the set Major Incident process.• Coordinate the daily execution of the incident management process. • Facilitate regular incident review meetings. • Communicate changes and issues in the environment which may affect service desk and deskside incident volume. • Identify opportunities to minimize exceptions to processes, and propose framework for sustainable practice. • Monitor the effectiveness and efficiency of the incident management process. • Identify functional escalation point for tickets when required. • Oversee the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources, and detect and prevent SLA and/or KPI breaches. • Coordinate the broadcasting of status updates to key stakeholders and resource and leadership teams.

Manila, Philippines

• First point of contact for clients seeking technical assistance over the phone, email or chat.• Performs remote troubleshooting on clients’ issues. • Determine the best solution based on the issue and details provided by clients. • Walk the customer through the problem-solving process. • Direct unresolved issues to the next level of support personnel. • Follow-up and update customer status and information.