Manila - EUSG

• Responsible for ensuring to work with concerned teams in troubleshooting technology problems. • Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions • Ensures that technical recommendations are properly thought of/analyzed and based on hard facts. • Provides regular updates on the troubleshooting to the team, management, and client. • Ensures that incident report and RCA are released within SLA post the troubleshooting work and liaise with concerned groups for the resolution. • Responsible for the documentation of RCA/ICA and follow through on pending deliverables till closure. • Responsible for the routine checking of the operational condition of the accounts and ensures potential issues are reported for immediate attention/resolution. • Responsible in responding to incident/problem tickets as per SLA. • Responsible for documenting work turnover and cascading the same to the team. • Conducts daily floor walk and account issue tracking. • Responsible for ensuring timely updates are done on documentation that includes but not limited to inventory, process, procedures, and operations-related documents. • Responsible for the regular review and updating of the documentation. • Responsible for ensuring that information security guidelines and policies are followed and implemented. • Responsible for the implementation of changes to ensure compliance of the infrastructure to the Information security guidelines and policies. • Responsible for ensuring timely completion of assigned tasks. • Responsible for ensuring proper documentation and timely updates for assigned tasks. • Responsible for the coordination with other teams in fulfilling the assigned tasks. • Responsible for the regular generation, analysis and releasing of reports. • Responsible for the initial review, gap analysis and providing action plan to management.