Mark Chester James Tom Email & Phone Number

National Capital Region, Philippines

Global Outage Management is an ITIL-led incident management solution that controls all areas of outage restoration efforts and minimizes outage response times. It keeps customers, service owners and leadership informed about the scope, status, and progress of outage restoration efforts, and works with stakeholders to improve overall system reliability. The Global Outage Management team is an energetic, diverse 24/7 operational group, based in locations across Asia Pacific, EMEIA and the Americas.Responsibilities: - 24/7 operational responsibility for user-impacting outages (interruptions to the availability of production services and applications.)- Coordination. We engage the correct resources to ensure that everyone pays the highest level of attention to our major incidents at any time.- Documentation. We capture comprehensive work notes throughout each incident. The notes are regularly updated into each incident ticket. The information we capture is used in root cause analysis, shapes end user communications and feeds back to service owners to drive improvements.- Communication. We draft and send communications to the Client Technology teams and selected internal stakeholders. These are used to shape end user communications by Service Desk and Area Relationship Managers.- Management of technical teams. We drive the engaged teams to ensure that all possible causes and avenues of investigation are covered, and no focal points of restoration cause delay to resolution.

Ncr - National Capital Region, Philippines

The Outage Management Specialist is the role accountable for identification and coordination of P1SX’s incidents in accordance with the firm's ITIL aligned Incident process. The primary role of the Outage Management Specialist is to ensure service restoration of all major incidents is coordinated effectively, communicated via defined media channels, and escalated appropriately.

Philippines

The High Severity Incident Management (HSIM) is the governing factor for the overall management of high priority Incidents for multiple clients within the Asia Pacific & Japan (APJ) region. The service is designed to maximize the support engineers’ time dedicated to restoring services, while the HSIM team manage communication and coordinate support engineers from different disciplines to achieve a common purpose.

Philippines

Gives technical assistance, by assisting co-Technical Support Professionals (TSPs) with process and technical concerns, functions as a Subject Matter Expert (SME) who handles outages for high alert and special clients for more advanced troubleshooting and efficient resolution to the problem. Accepts second level escalations from TSPs for cases that require the attention and expertise of a supervisor.

Philippines

Answers general queries, support concerns and other issues related to the Remote Access Services (Internet and Managed Services) program from US, APAC, EMEA and Canadian customers through Inbound Call and Email for a US MNC ISP/Telco with Global footprint. We troubleshoot customer software applications and hardware problems.