Senior Service Delivery Manager for IT PLM overseeing operations and quality of 3DEXPERIENCE platform. Coordinating teams and serving as interface between RUN/BUILD/DESIGN.
About the role
- Problem Manager overseeing ITIL Problem Management processes at Five9. Ensuring production stability and driving customer service quality improvements.
Responsibilities
- Implement and maintain Five9’s problem management process
- Review problem candidates, assess against documented criteria and implement the problem management process for eligible issues
- Manage the Problem Management process and coordinate all activities required to respond in compliance with SLA’s and OLA's
- Work with Incident Management and the NOC to isolate and group trending incidents, linking them to existing problems or create new problems for tracking
- Proactively engage with Cloud Operations subject matter experts and leaders to review potential problem candidates for consideration
- Drive improvements in production stability and customer service quality by ensuring completion of tasks associated with Problem resolution
- Manage Post Mortem Analysis meetings for major Incidents in order to facilitate root cause identification and planning for remediation
- Create and continually improve reporting process to monitor the performance of Problem Management process
- Collaborate with Cloud Operations and Customer Success teams to ensure proper actions are being taken on prioritized customer-facing problems
- Run scheduled Problems reviews with all appropriate Five9 stakeholders
- Deliver Problem Management training and documentation to peers and junior tier support organizations
Requirements
- 3+ Years IT Operations or Production Operations experience
- Understanding of ITIL Framework Customer Service and/or Network Operations Center background
- Project Management/Coordination skills
- Experience with Jira, Confluence, and Slack
- Experience with root cause, incident, and trend analysis
- Solid base understanding of IT systems and infrastructure (network, DB, etc)
- Excellent written and verbal communication skills
- Experience working in a technical environment
Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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