Application Maintenance Support Manager
e-pon Digital Inc.
- Taguig, PhilippinesMarajo Tower, 26th St 312, 1634 Makati, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Công việc đã đóng.
Miêu Tả Về Công Việc
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
Trình độ tối thiểu
- 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
Đặc quyền và lợi ích
- Special Leave Benefits for Women
- Single Parent Leave
- Medical / Health Insurance
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Paid Vacation Leave
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Tóm tắt công việc
- Trình Độ Công Việc
- Trình độ nhân viên cấp trung bình / cấp quản lý
- Ngành Nghề
- IT and Software
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Địa chỉ văn phòng
- Marajo Tower, 26th St 312, 1634 Taguig, Philippines
Về 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.