e-pon Digital Inc.
e-pon Digital Inc.

Application Maintenance Support Manager  

e-pon Digital Inc.

 
  • Taguig, Philippines
    Marajo Tower, 26th St 312, 1634 Makati, Philippines, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 2 months ago

2022-10-06T08:16:04.711169+00:00
Job closed.

Job Description

AMS Manager is in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction. Their responsibilities revolve around assessing the performance of the workforce, resolving complex issues, identifying customer needs and sales opportunities, and training new team members. They may also perform calls and correspondence, respond to inquiries, and resolve issues promptly. Furthermore, as a support lead, it is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.

Main Functions:

  • Production support 24x7 model
  • Conduct Weekly Team Support Meetings
  • Staff training, mentoring and leading, aiming to build a skilled and well trained effective team
  • Provide/present reports to management
  • Provide advanced product support like new features, integration with other products
  • Provide advice on-site design and approach
  • Escalate issues to Research & development department
  • Troubleshoot Issues
  • Resolution of L1/L2 incidents
  • Supporting client queries with ticketing system
  • Manage a team of at least 6 people
  • Ensure SLA targets are met
  • Ensure team members performance and outcome meets a defined schedule and quality.
  • Key Relationship with L1/L2/L3 team
  • Measure and identify areas for improving Quality and overall Delivery
  • Contribute in creating technical documents
  • Contribute and Improve standard operating procedure for AMS team

Minimum Qualifications

  • Minimum of a Bachelor's degree in a computer-related field or with equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities.
  • At least 8 years’ experience as TSR
  • At least 5 years’ experience as Team Lead
  • Good at problem solving/analysis and resolution capabilities for troubleshooting and debugging
  • Experience working on Application and Server monitoring as well as Ticketing tools, ServiceNow/Jira/ Jenkins.
  • Great interpersonal and communication skills
  • Critical thinking and problem-solving skills Team player

Perks and Benefits

  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Single Parent LeaveSingle Parent Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
0
Office Address
Marajo Tower, 26th St 312, 1634 Taguig, Philippines
Industry
Financial Services
Vacancy
1 opening
Website
http://www.epon.ph

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About e-pon Digital Inc.

e-pon Digital Inc. (“e-pon”) was established in year 2021. The cause for creating the Company was the desire to engage in, operate, and maintain an electronic payment system, and/or payment gateway; develop and create digital/online platform, mobile applications, payment solutions for emerging markets, access including sponsored data, data-in-sachets and messaging, e-Commerce platforms and digital marketing solutions. Company's Mission: e-pon’s mission is to help individuals and small-medium enterprises to save, earn, invest, grow their finances, and attain financial productivity through an all-in-one digital solutions platform that integrates everything they need to gain opportunities and fulfill their financial needs. Its products and services aim to make it easy, convenient, and efficient for anybody using the platform, allowing them to lead a hassle-free digital lifestyle.

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