Luis Daniel Tancioco Email & Phone Number

Makati, National Capital Region, Philippines

Duties and Responsibilities:• Shift Lead : Provide direction and feedback to workers during shifts, schedule workers shifts and assign duties • Provides guidance and shares knowledge with colleagues• Manage escalated issues and expedite requests in order to guarantee client satisfaction while adhering to the client's established procedure.• Evaluate release request • Perform releases and continuous improvement activities• Evaluate new implementation batch processing in production• Support emergency work as needed• Provide and maintain the required audit documentation • Monitor alerts and status of batch processing• Coordinates with internal groups regarding system issues and delays, in order to co-ordinate client processes and notifications

Duties and Responsibilities:• Act as point of contact for one of MS Operations Key Client.• Monitoring processes and any exceptions to the process and procedures• Minimal investigation, handling escalations or collaborating with other teams and supporting groups in determining resolution or escalation to resolve issues• Coordinates with internal groups regarding system issues and delays, in order to co-ordinate client processes and notifications• Support and maintenance of applications and servers including bug fixing and batch job processing• Ensure issues are communicated to client in a timely and effective manner • Ensure effective performance management with direct reports and oversee the overall process.• Ensure workload completes within defined SLA/SLEs and security/compliance requirements • Completes daily operational documentation and transfers knowledge to next shift • Manage and certify compliance with the Change, Release, Deployment and other MSOps related processes.

Duties and Responsibilities:• Coordinate effectively with individuals/teams within the organization to ensure high quality and timely resolution of customer requests/issues especially issues groups regarding system issues and delays, in order to co-ordinate client processes and notifications• Provides tier-1 support for incoming calls received via telephone, Email, and Case managements queue(s); address and resolve problems as appropriate, referencing supplied training material and customer documentation; document all issues by utilizing (salesforce) case tracking system.• Resolve issues for managed systems within SLA.• Support and monitor batch jobs• Monitor alerts and status of servers, jobs execution in Unix/Linux and Windows environment

Three World Square, Upper Mckinley Road, Fort Bonifacio, Taguig City

Duties and Responsibilities• Locate customers using basic and advanced skip tracing tools• Serves customers by determining requirements, answering inquiries, resolving problems, fulfilling requests and maintaining database• Answers inquiries by clarifying desired information, researching, and providing information• Advice and influence clients’ customers on the payment options for debt recovery