Ed Castillo Email & Phone Number

Makati, Ncr, Ph

Makati City

Taguig City, Philippines

- Establishing, tracking, analyzing and reporting of relevant and comprehensive operation performance related metrics that highlight, not only the overall health of the Integrated Support Center operations, but provides before and after operations performance as a result of introduction of any operation improvement. - Monitor and report Incident and Request ticket performance vs Service Level Agreement. •Generate ticket performance vs SLA report twice weekly •Report result to Service Delivery Director and Snr Service Delivery Manager •Work with all Service Delivery Manger to improve overall SLAs.- Perform Operation Quality Checks. Identify what is not working or not efficient and work with Sr. SDM and SDMs to review and introduce continuous improvement. •Weekly auditing of Incidents tickets in ServiceNow ticketing system to ensure completeness and accuracy of information. •Weekly auditing of shift handover reports.- Data and slides preparation for the weekly/monthly/quarterly Operation Performance Review meeting.

Role: -Accountable for the implementation and execution of the Service Level Management Process at Account Level and determining the organizational structure for management of Client Service Levels. -Responsible for the creation of the Service Level Management Business Design and performing Service Improvement Programs where necessary. Responsibilities: Activities -Reviews and consolidates Service Level requirements- Analyzes the impact of requirements and Identifies options -Documents Service Level Assessment results -Develops SLA draft -Determines and documents UC/ OLA requirements-Reviews OLA’s/UC’s -Publishes SLA -Supports the creation of the Service Level Management Business Design -Creates and Reviews Performance and Relevance reports -Performs Service Level review -Reviews SIP Plan results -Reviews and obtains approval for solutions to Complaints and Compliments -Evaluates resolution to Complaints and Compliments Meeting Requirements -Internal review of Service Level Performance -External review of Service Level Performance -Meetings required during execution and review of Service Improvement Plan -Meetings required to review Complaints and Compliments and evaluate their resolution

Manage critical incidents raised by end users and stakeholders:- Handshake P1s/P2s to appropriate support team.- Communicate with DLs and ADMs for qualification of the incident priority- Interface with customers impacted and escalation group- Send critical incident notifications to affected customers and entire support team- Request and track RCAs for posting submitted and approved by ADMs- Broadcast RCA result to various support groups and involved customersDeal with escalations brought up by customers and other partners:-Manage business impacting issues raised by VIPs and customers complaints- Handling misrouted P1/P2 incidents- Problem management execution for recurring critical issues by coordinating with problem managerPrevent escalations by taking over highly sensitive or visible cases affecting business production or enterprise

• Facilitator of knowledge transfer and presentation to Tier 1analysts• Responsible for technical publication of knowledge articles in theknowledge base both for Tier 1 & Tier 2 analysts• Responsible for oversight of the overall knowledge databaseIntegrity

• Oversee operations and provide impeccable customer service• Provide directions on account specific processes; guide team members on utilizationof resources• Handle incidents unresolved by L1 engineers from reevaluation up to escalation toother support teams.• Provide ergonomic counseling and educating L1 engineers on proper call handling andtroubleshooting techniques.• Conduct small-group sessions or team huddle on new processes handling techniques.• Monitor agents performances in terms of their technical capability and processadherence• Create innovative tools/ technology that would be useful to agents handling servicerequests

• Log, validate and diagnose customer issues, on the full range of products andapplications used on the customer site.• Providing the customer with a solution through information gathering, analyticaltroubleshooting and problem research, or to route or escalate the call to theappropriate resolution group.• Escalation and management of calls to agreed service levels.• Excellent attendance and punctuality are required• Being responsive to clients whilst following the principles and procedures of thequality management system• Identify, analyze problems and suggest improvements identified in their own area ofresponsibility and implementing those with a recognized business benefit