IT Assistant Manager - Network Analyst (Clark) | Onsite

Work Setup: Onsite (Clark)

Work Schedule: Flexible with mid or night shift schedule

Qualifications:

• Bachelors degree in computer science, IT, Engineering, or a related field
• At least 6 to 8 years of working experience in IT, with a focus on network management and service delivery
• Strong leadership skills, a passion for quality, and a demonstrated ability to take ownership and accomplish challenging goals
• A customer-service mindset and ability to work in a diverse environment with clients and IT teams globally
• Knowledge of IT infrastructure, including networking, telecommunications, and cloud technologies
• Experience in Incident Management and managing LAN & WAN networks
• Familiarity with Cisco switches, routers, and firewalls
• Proficiency in troubleshooting IT setups
• Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) certification required
• If CCNA or CCNP has expired, candidates must have relevant Cisco training and work experience
• Must be amenable to working in shifting schedules
• Must be able to work onsite at Clark Pampanga – US Shifts
• Immediate start preferred

Key Responsibilities:

• Procurement: Work with business stakeholders to collect requirements and initiate procurement requests, including raising Bill of Materials (BOM) to the pricing team
• Service Transition: Implement technology migration and system upgrades as part of the service transition plan to ensure smooth transitions for IT services
• Service Delivery and Support: Assist teams (Network, Security, VOICE, Server, Systems) with troubleshooting and resolving 2nd-level incidents and service requests, ensuring compliance with service delivery objectives
• Availability & Continuity: Manage availability and continuity of IT services by performing routine backups, checking redundancy in power/systems/network, and recording capacity data
• Service Level Management & Reporting: Handle service functional escalations, prepare service reports, and coordinate with service providers to meet SLAs
• Supplier Management: Work with external vendors and service providers to address escalations and provide feedback to improve vendor support
• Security Management: Implement corrective actions based on security alerts to maintain information security compliance
• Incident and Problem Management: Address service requests and incidents, perform root cause analysis (RCA), and ensure that SLA targets are met
• Change & Release Management: Document and implement changes and updates to the Configuration Management Database (CMDB), manage forward schedule changes, and execute release activities
• Service Improvement: Identify and implement service improvement plans and actions to enhance service delivery and customer satisfaction
• Communication: Provide regular updates to users on service delivery, maintenance schedules, and ongoing support
• Talent Management: Participate in ongoing training and certification programs to enhance technical skills and soft skills for career development
• Knowledge Management: Contribute to the creation of knowledge management resources like self-help documentation and FAQs
• IT Asset Management: Work with resource executives to manage and update IT assets throughout their lifecycle, ensuring compliance with asset management policies
• Quality Assurance & Compliance: Ensure compliance with quality assurance processes and address any audit issues or feedback for continuous improvement
• Business Continuity: Participate in Business Continuity Management System (BCMS) drills, prepare and submit results to ensure compliance with business continuity plans
• Organizational Initiatives: Support departmental and organizational initiatives by providing IT infrastructure and collaborating with service owners

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities