Engage with customers daily to ensure satisfaction and address any concerns.
Collaborate closely with support teams to ensure seamless operations and service
delivery.
Act as the first line of escalation in the escalation matrix, managing and resolving complex issues efficiently.
Handle escalations from both customers and internal teams to ensure timely resolutions.
Review, monitor, and manage the results of OPS KPIs defined per service.
Define, negotiate, and adjust OPS KPIs to meet evolving service
requirements.
Initiate, define, lead, and prioritize process and service improvements.
Drive initiatives to enhance service delivery and operational efficiency.
Coach support teams to foster professional development and improve performance.
Provide guidance and support to ensure adherence to service standards and processes.
Negotiate Service Level Agreements (SLAs) and Operational Level Agreements
(OLAs) to ensure alignment with customer and business expectations.
Oversee ITSM processes including Incident Management, Problem Management, Fulfillment Requests, and Change Management.
Ensure adherence to ITSM best practices and procedures.
Maintain and update Standard Operating Procedures (SOPs) to reflect current processes and best practices.
Prepare and lead Monthly Service Reviews (MSRs) to assess service performance and identify areas for improvement.
Prepare and deliver regular OPS reports to both internal and external stakeholders.
Ensure high-quality communication, including timely updates, accurate templates,
and appropriate frequency.
Act as an ambassador of Lingaro's Core Values, promoting a positive work environment and fostering strong relationships with customers and team members
Good understanding of the Customer's business and how IT contributes to the delivery of service
ITIL certification is a plus
Excellent communication and negotiation skills
Strong knowledge and experience in contract/supplier management
Able to interact successfully with all levels of the Customer and IT Provider organization
Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)
Stable employment. On the market since 2008, 1500+ talents currently on board in 7 global sites.
“Office as an option” model. You can choose to work remotely or in the office.
Flexibility regarding working hours and your preferred form of contract.
Comprehensive online onboarding program with a “Buddy” from day 1.
Cooperation with top-tier engineers and experts.
Unlimited access to the Udemy learning platform from day 1.
Certificate training programs. Lingarians earn 500+ technology certificates yearly.
Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
Grow as we grow as a company. 76% of our managers are internal promotions.
A diverse, inclusive, and values-driven community.
Autonomy to choose the way you work. We trust your ideas.
Create our community together. Refer your friends to receive bonuses.
Activities to support your well-being and health.
Plenty of opportunities to donate to charities and support the environment.
Great Place to Work Certified Employer in the Philippines