QuadX
QuadX

IT Operations Analyst  

QuadX

 
  • Makati, Philippines
    GF Allegro Center, 2284 Chino Roces Avenue, Makati, Metro Manila, Philippines
    Makati
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 5 years ago

2019-10-18T16:00:00+00:00
Job closed.

Job Description

Operational Excellence

  • Execute ITIL Processes for the organization - with Incident Management, Event/Escalation Management, and Service Request Management as a Priority
  • Carryout execution plans against strategic goals to meet customer and IT Operations targets.
  • Contribute to Innovate the way IT Service Operations is delivered to the business that is business-centric, proactive/responsive, and scalable through automation opportunities among others
  • Make appropriate decisions / judgment calls as needed to handle day to day work based on pre-defined Operational Delivery Processes
  • Contribute to regular Service Level Reviews and ongoing Service Improvement (SIP) processes with the customer, IT Operations Team, and IT Service Providers which cover:
  • Reviewing service targets
  • Establishing appropriate action plans to maintain/improve service
  • Ensuring timely execution of outstanding action plans

Team Building and IT Service Provider Partner Management

  • Contribute and lead initiatives related to organizational development to ensure continuity of high quality services - covering areas such as service scope growth, development of key talent and succession planning of key roles and staffing planning processes.
  • Contribute and provide inputs to establish, manage and refine service performance measures and targets.
  • Contribute to service reviews of IT Operations Team and Service Providers to assess results and establish/execute appropriate service-wide action plans.
  • Build and Maintain IT Operations Capabilities - Contribute and lead activities to drive training and ramp-up IT Operations Staff against service expectations
  • Ensure compliance to all key ITIL process standards (such as incident, problem and change management process standards as defined by the account)
  • IT Services Vendor Management - coordinate and liaise with several IT service providers to deliver best-in-class service to users

Customer Management

  • Be able to effectively manage customer escalations, and liaise, lead a team of 3rd Party IT Service Providers to address and resolve issues with high impact to the business
  • Ability to obtain and gather customer requirements, translate into an execution plan, then deliver and execute the plans
  • Ensure all customer requirements and needs in the space are fulfilled with a sense of urgency.
  • Proactively advise and align priorities with the customer to drive continuous excellence of technical and service operation, establishing a trust-based relationship and a positive customer experience.

Service Design and Management

  • Contribute to negotiation, planning and implementation of scope and service expectation changes with customers
  • Continually improve service delivery processes and organizational design to address quality, cost, and customer satisfaction opportunities.
  • Identify, prioritize and deliver service productivity initiatives in the service to deliver best-in-class value to the customer and to the account.
  • Liaise with internal and external organizations to ensure commitments are met, service improvements and service changes are planned and implemented successfully for assigned Service Improvement Plans
  • Thrive and exhibit flexibility in a start-up environment and manage dynamic and evolving IT Service requirements of the business

Minimum Qualifications

  • Deliver against IT Service Operations Targets and Expectations following ITIL-based IT Operations
  • Experience building and managing relationships with business-side customers of an IT Operations Service
  • Experience working with External IT Service Providers to align and ensure quality of execution against IT Operations targets
  • Hardware and Software IT Service Operations Support Experience is an advantage
  • Domain Knowledge in Logistics Business Processes is an advantage

Perks and Benefits

  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • FlexitimeFlexitime
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave

Preferred Courses

  • Information Technology

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Once in a while
Office Address
2287 Chino Roces Extension Makati City
Industry
https://www.shippingcart.com/ https://www.gogoxpress.com/ https://www.xpay.ph/
Vacancy
1 opening
Website
https://quadx.xyz/

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About QuadX

Taking Logistics Out Of The Box Recognizing that logistics has as much to do with taking care of the customer experience as it does with moving stuff, QuadX is the country’s first Customer-Centric Digistics (Digital Logistics) Company. Guided by it’s dedication to delivering simple and seamless solutions, QuadX knows that fulfillment isn’t just about ticking a box. It’s about delighting customers from the first mile to the last. Our Mission We are dedicated to fulfilling every Filipino’s dream of becoming an entrepreneur. QuadX, though a very young company, has a very steadfast focus on creating products and services that make it easier for every Filipino to go into business or continuously grow it. Our Values and Culture QuadX is filled with young, dynamic, fun, and extremely talented people with an incredible thirst to shake things up and make innovative experiences. We are fortunate enough with the tremendous business growth we’ve been getting, and we take it with all great honor and humility. We are determined to stay Humble and Kind, and to continuously push one another and ourselves to Think Big and make sure it happens, all while having Fun doing it. OUR SERVICES SHIPPING CART https://www.shippingcart.com/ SHOP FOR FINDS THE U.S & SHIP TO YOUR ADDRESS The fastest growing cross-border delivery service from the U.S. to the Philippines. Our easy-to-use system, popular repacking and consolidation services, express shipping, and affordability are trusted by many Filipinos. GOGO XPRESS https://www.gogoxpress.com/ YOUR ONLINE PAYMENT & DELIVERY BUDDY GoGo Xpress is an online delivery and payment platform designed for social sellers and buyers, to help make the internet a friendlier and safer place to buy and sell. XPAY https://www.xpay.ph/ GO CASHLESS WITH XPAY XPay is a digital wallet mobile app and a reloadable debit card that allows you to make purchases locally and abroad, pay bills, and send money to other XPay users. You get a virtual prepaid Visa account that you can use to pay like you would a credit or debit card. We also offer the following Benefits: INSURANCE, HEALTH & WELLNESS: You don’t have to be crazy to work here, we’ll train you. So that leaves physical and dental health, and we’ve got that covered, too! QuadX provides all employees and qualified dependents with comprehensive medical care services including pre-existing conditions. FINANCIAL & RETIREMENT: Okay, so we’re mostly comprised of young, dynamic people. But we can all benefit from having a little something to look forward to, right? So while our young folks are busy having fun, we watch out for their long-term security by saving up for their future. On top of the standard performance bonus, we also provide a retirement plan for our employees. FAMILY & PARENTING: We don’t believe in compromises. We expect that just as dedicated our employees are to the work we do, they are also nurturing loving, healthy, family relationships. The company values family and supports family-friendly benefits. We understand that there will be times when they are needed at home and so we are open to Work From Home arrangements. We also have flexible work hours. Oh, and because this section is about Family and Parenting, of course we give paid Maternity and Paternity Leaves. PERSONAL AND PROFESSIONAL DEVELOPMENT: QuadX fosters a very dynamic environment – we never stop moving, improving, growing, learning. We provide training opportunities to help our employees better their craft via Job Trainings and Internship Programs. And every 3 years, we allow eligible employees to enroll in any personal learning course of their choice. VACATION & TIME OFF: Fun is in our DNA. So we encourage folks taking some time out to decompress and chill. To explore and experience life, to renew and reinvigorate. So we persuade our employees to take their leaves, and we can get pretty creative with them: others offer Vacation and Sick Leaves. Well, we do too, but we also have Paid Time Off that you can use whenever you feel you need a breather; Paid Holidays to explore the world outside the four corners of our office; Volunteer Time Off because giving back is always a good thing and we like good things; and if all that time’s still not enough? Hmm, well, there’s always the Unpaid Extended Leave. And there’s one more that we hope you never avail of, the Bereavement Leave. PERKS & DISCOUNTS: What there’s more? Get outta here! But seriously, we have these little things just because. We know traffic can be a bitch sometimes, so every afternoon before we shut down for home, we bring out snacks that employees can take with them and munch in traffic. We also serve Free Lunch once a month during our All Hands where we not only share our victories and spread the happiness, we also give moral support and pep talk our defeats. Because that’s what families do. But a happy tummy is not everything, right? Well, of course not! We also have Personal Laptop Use Cash Allowance, a Zero Interest Laptop Loan Facility, Free Grab Rides and of course, Employee Discount when you use our Products and Services. And the best benefit of working with us? Well, there are no jerks here simply because we like getting along.

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