Roque Bañez Email & Phone Number

Philippines

Job Description● Manage Level 2 support which involves third party coordination and communication● Manage trivial cases or out-of-playbook situations● Manage and consistently update Systems Team playbook/standard SOPdocumentation - Own device and password management across the CStechnology stack.● Manage installations, upgrades and configurations of CS platforms both bytroubleshooting and by assisting in the development of departmental policies andbest practices.● Monitor, review and consistently optimize processes and platform settings, whichincludes both CRM integrations and in-house automations.● Assist in the maintenance of documentation related to tool settings, troubleshootingsteps and escalation points for all platforms in order to institutionalize operationalknowledge.● Consistently meet pre-established servicing metrics such as SLA, FTR and AHT forrequest submitted to the CS Ops Service Desk, by proactively and timely respondingto submitted tickets.● Act as a point of contact for bugs and escalation across the CS technology stack.This includes investigation, efficiently reporting and constant communication withCS stakeholders to provide visibility on causes, impact, solutions and estimatedresolution times.● Optimize agent workflows based on new Hopper products/initiatives and availabletools. - QA new automations thoroughly and proactively in order to preventmistakes and avoid problems during and after feature/systems roll out.● Keep informed on internal and external changes that impact users and agents on aregular basis, to ensure that automations are optimal and up-to-date

Makati, National Capital Region, Philippines

Act as a point of contact for bugs and escalation across the CS technology stack.This includes investigation, efficient reporting, and constant communication withCS stakeholders to provide visibility on causes, impact, solutions, and estimatedresolution timesManage equipment setup and deployment for all employees in the Phillippines.Configure corporate services: user permissions and accounts.Integrate a 3rd party web application to Okta sandbox using SWA application.Coached newly-hired IT on advanced technical proceduresMonitor and reports all known maintenance and outage applications to stakeholders.Manage and consistently update Systems Team playbook/standard SOP documentation

Philippines

Support and maintenance of data center Head office and Penbrothers' branch offices.Implement and maintain processes, procedures, and associated plans for network infrastructure including administration, usage, anddisaster recoveryAnalyzing, evaluating, and monitoring network infrastructure to ensure networks are configured to operate at optimal performance.Liaising with network carriers and external resources for these organizations; defining and monitoring contractual obligations,performance delivery, and service level agreementsMonitoring the overall performance of systems to assess the need for updates, upgrades, enhancements, preventive maintenance, andnew systems, and recommending options for upgrading and improving the performance of systems. Responsible for the maintenanceand scheduling of routine tasks across the network devices and enterprise system. Configure and set up security appliances for accessto vital business applications.Document standard operating procedures, diagrams, and training materials for use by the teamAny other duties as assigned by management.

Philippines

Assist team lead in I.T. tasks and day to day operations.Facilitate general computer support; upgrades; software installations.Monitor and maintain computer systems and networks.Perform basic network troubleshooting.Provide daily support for computer network users.Document and prepare reports as necessary.Perform other job related task that will be assigned.