Tasks:
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Serve as the primary contact for end-users, providing end-to-end
communication.
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Receive and accurately record user requests for tracking purposes.
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Coordinate with other teams and resources as needed to fulfill requests.
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Keep users updated on ticket progress until resolution.
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Ensure that L1 runbooks and documentation are current and accessible.
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Initiate reviews with other operations subcompetency teams to ensure the validity and completeness of documentation.
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Resolve tickets within the L1 scope as outlined in the L1 runbook.
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Triage tickets that fall outside the L1 scope, directing them to the appropriate teams and maintaining user updates until resolution.
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Perform routine and documented changes in accordance with established procedures.
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Monitor system performance and pipeline operations, resolving interruptions.
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Alert higher-tier support when necessary.
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Lead, participate in, and comply with L1 governance and team tasks to maintain operational efficiency within the L1 subcompetency
Requirements:
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Excellent English communication skills in both writing and speaking.
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Excellent interpersonal skills and presentation skills.
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Proficiency in PowerBI, Azure Engineering Stack, SQL, MS Access.
Offer:
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Stable employment. On the market since 2008, 1400+ talents currently on board in 7 global sites.
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“Office as an option” model. You can choose to work remotely or in the office.
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Flexibility regarding working hours and your preferred form of contract.
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Comprehensive online onboarding program with a “Buddy” from day 1.
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Cooperation with top-tier engineers and experts.
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Unlimited access to the Udemy learning platform from day 1.
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Certificate training programs. Lingarians earn 500+ technology certificates yearly.
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Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
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Grow as we grow as a company. 76% of our managers are internal promotions.
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A diverse, inclusive, and values-driven community.
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Autonomy to choose the way you work. We trust your ideas.
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Create our community together. Refer your friends to receive bonuses.
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Activities to support your well-being and health.
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Plenty of opportunities to donate to charities and support the environment.
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Great Place to Work Certified Employer in the Philippines