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Tech Helpdesk Team HeadBDO Life • Makati City, National Capital Region, PH
Tech Helpdesk Team Head

Tech Helpdesk Team Head

BDO Life • Makati City, National Capital Region, PH
30+ days ago
Job description

Job Summary:

To lead and manage the Customer Contact Center’s charge in ensuring that its technical, technological, and system security requirements are met/executed/delivered.

Duties & Responsibilities:

  • Handles and manages the day-to-day technical operations ensuring that the team's performance meet the agreed service levels and standards set by CCC and/or Bank.
  • Leads different technical activities as required by IT or CCC in coordination with CCC Tech Section Head, Technology & Support Unit Head, and/or CCC Management.
  • Manages the Tech Ops Officers handling BAU operations.
  • Coordinates regularly with CCC Technology Section Head and/or Technology & Support Unit Head on any technical-related activities and projects affecting CCC operations including updates.
  • Prepares necessary reports, presentations, and advisories notifying CCC Tech Section Head, CCC teams, and CCC Management of the risks and impact of any activities that might affect operations.
  • Review and analyze monthly the system availability and meet the desired percent availability.
  • Handles incident management effectively and recommends process improvements.
  • Monitor unit’s productivity levels and identify resource for allocation. • Monitor and review service requests and check all resolution done if within SLA.

Qualifications:

  • Graduate or with degree in Computer Science, Electronic Engineering, and/or technology related courses
  • With experience in technical support services for Contact Center in a managerial or supervisory position
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Tech Helpdesk Team Head • Makati City, National Capital Region, PH

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