Officer - GTEWS IT Service Delivery Manila
Experience: Job Code: REQ-032870
Sagility
Quezon City
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Job title
Officer - GTEWS IT Service Delivery Manila
About Sagility
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
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Work Type: 2 or 3 days zeta and or, 2 or 3 days Alabang.
Education: Master's/bachelorâs degree in MCA/ BCA, BE / B. Tech, Experience: 3+ Years experience in IT Management with at least 2-3 yearsâ experience as a team leader or in an IT department managerial role. Mandatory Skills: ⢠Technical troubleshooting and problem-solving ⢠Vendor management and procurement ⢠Excellent communication and interpersonal skills ⢠Excellent time management, multitasking skills and strong problem-solving skills Preferred Skills: ⢠Comprehensive Understanding of Network architecture and Client/ server ⢠Extensive experience in the delivery of IT incident and problem management ⢠Experience with Mac, Linux and Windows platforms ⢠Cloud and VDI Infra Roles & responsibilities: ⢠Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment. ⢠Led a team of [X] support technicians, providing coaching, training, and performance evaluations. ⢠Collaborated with stakeholders to define and document service-level agreements (SLAs) and operational procedures. ⢠Implemented ITIL-based processes, including incident management, problem management, and change management. ⢠Improved incident response time by [X]% through process optimization and team training. ⢠Monitored service metrics and generated reports to track performance and identify areas for improvement. ⢠Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing. ⢠Conducted user satisfaction surveys to gather feedback and drive continuous service improvement. ⢠Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages ⢠Managing and reporting on allocation of IT budget ⢠Providing direction for IT team members ⢠Identifying opportunities for team training and skills advancements ⢠Ensure ICSAT, ESAT scores are maintained
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