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Head, Enterprise Services Systems Department

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Position Title: Head, Enterprise Services Systems Department


Job Summary:
 

  • Works under the general direction & supervision of the Division Head
  • Service Management Section Heads, Programmer Analysts and Requirements Analysts

Role Exposure:
 

  • Manages the department’s personnel focusing on the following activities:
    • Support and maintenance of application in Production that have been transitioned from other IT Delivery units; from time to time
    • Develop key initiatives to enhance application stability, or   customer experience or improve business unit’s operational efficiency.
    • Oversees the over-all status of service transition requests to the Division from other IT Delivery units
    • Oversees the completion of the transition to the receiving Service Management department.
    • Conversion of identified ITG services into service catalogue on a periodic basis
    • Oversees the UAT, implementation support of maintenance, error fixes, service catalogue and initiatives for existing application
    • Participation in guidelines or policies review impacting Service Management Division initiated by other units; initiates preparation of internal guidelines or policies within the Department or Division when needed
  • Initiates and fosters effective liaisons with other ITG departments and divisions
  • Monitors the closure of application incidents needing second-level support within established service level requirement and operational requests in coordination with the vendor, where applicable
  • Reviews and monitors problem resolution
  • Initiates maintenance of assigned application systems, where needed
  • From time to time, identifies key initiatives to enhance application stability or customer experience or improve business unit’s operational efficiency
  • Ensures that provision of the data and periodic analysis/assessment of recurring requests is done and reviews the recommendation for service catalog of recurring requests, if any
  • Reviews technical input, automation or procedures for the proposed service catalogue item for handled application
  • Reviews work output of the personnel assigned
  • Oversees completion and reviews the application section of the Technical Recovery Procedure of the supported application
  • Monitors financial activities to ensure team compliance to budget parameters

Qualifications:
 

  • Bachelor’s Degree in Computer Science / Information Technology and/or equivalent
  • With at least 8 years’ experience in programming languages such as but not limited to:
    • Relational database management systems -  SQL, Oracle PL/SQL, MySQL, MS SQL
    • Web Development/UI: ASP.NET, VB.NET, Java/Javascript/JS/J2EE, HTML
    • Digital Technologies: iOS, Android programming
    • Other programming or scripting languages: C#, C++, Unix scripting, PowerShell, Python
    • Familiarity with IT Infrastructure is a plus
  • At least 8-10 years of experience as a people manager
  • Project Management., Experience in handling simple to complex projects
  • ITIL Certified
     

Other Details:

Rank: Senior Officer

Unit: Enterprise Services Sector / Information Technology Group / Service Management Division / Enterprise Services Systems Department

Location: Metrobank Center, BGC, Taguig City

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