DUTIES & RESPONSIBILITIES:

Act as a single point of contact (SPOC) between the end client, Operations team in Philippines, and Sagility IT team in order to streamline efforts when it comes to troubleshooting client applications issues and Sagility applications issues.

Escalate concerns in the operations floor by immediately contacting IT Service Desk.

Ensure compliance to company IT information security policies and procedures in the operations floor.

Regularly update and maintain hardware and software inventories and escalates shortfalls to management.

Consults with end-users, with Sagility IT and with client IT to troubleshoot, resolve and maintain the smooth operation of all voice and data applications.

Escalates application-related issues and problems to Sagility IT and to client, as and when needed.

Escalates system-wide / network-wide problems through the proper channels.

Perform ad-hoc functions as and when needed by IT group in relation to client projects and initiatives.

Quality Metrics:

Ensure 99.9% uptime for the operations floor.

Lead the weekly IT meetings with the client, prepare the discussion materials for the weekly meetings, and prepare the minutes of the meeting within 24 hours after the completion of the meeting.

Lead the monthly internal meetings between Sagility IT and client IT counterparts / managers to discuss IT initiatives and projects as well as IT issues and concerns, and preparation of the minutes of the meeting within 24 hours after the completion of the meeting.

Lead project team meetings for all projects and initiatives for the client, including preparation of project plans and milestone trackers and ensuring project completion within the agreed timelines.

Maintain an updated hardware and software inventory for the production floor and track all asset movements, ramp-ups and ramp-downs.

Prepare monthly IT dashboard summarizing all IT activities, issues and concerns for the month.

Lead and drive compliance initiatives to industry standards such as ISO 9001, ISO 27001, PCI-DSS, etc.

Provide regular updates to all stakeholders (every 15 minutes) if there are any issues affecting the production floor until the issues are resolved.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).