Service Delivery Manager (It/Network)

Netrust Philippines Corporation

Makati City, Metro Manila
Permanent
Full-time

1 month ago

Were looking for an experienced Operations Manager who is eager to take on new challenges and grow alongside Netrust Philippines Corporation, a Cybersecurity Powerhouse, driven by a vision for a Cybersecure Pilipinas.In this role, you will be part of a team responsible for ensuring reliable service delivery, implementing and supporting robust security products. The Service Delivery Group oversees installation, technical support, change and release processes, vendor relationships, and performance monitoring. As an Operations Manager, you will lead strategic planning, manage daily operations, align departmental goals with organizational objectives, and provide higher level technical insight and support to the service delivery team members.If you're driven, curious, and ready to contribute to a purpose, we want to hear from you!Onsite at Zuellig Building, Makati CityMonday - Friday 8AM to 5PMKEY RESPONSIBILITIES:Operations:

Lead, manage and provide higher level of technical support to the Service Delivery Team as well as Security Operations Team
Primarily responsible for the timely and high quality installation and support of security products
This role will also be directing security event monitoring, management and response and cyber intelligence
Work with clients and principals to ensure smooth completion of project and support
Ensure incident identification, assessment, quantification, reporting, communication, mitigation and monitoring.
Responsible to provide 24x7x365 continuous investigation of correlated security event feeds and the appropriate triage and escalation in case of an identified security incident.
Responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client.

Technical Support:

INTERNAL: Oversee and facilitate the installation and maintenance of IT systems, hardware, software and all security infrastructure and services for the internal organization of Netrust.
INTERNAL: Work with the executive team to continuously develop and propose initiatives to maintain overall security and adherence to compliances such as but not limited to Data Privacy Act of 2012, as well as initiatives related to innovation and digital transformation.
INTERNAL: Facilitate and oversee the technical support and helpdesk roles, ensuring effective and helpful support is provided to end users of Netrust.
EXTERNAL: Provide overall leadership to the Service Support Delivery team to track and report service level attainment/objectives (SLAs/SLOs) based on contractual agreement with the client for different projects.
EXTERNAL: cross-functionally with Implementations Team, Customer Success, Sales and Business Development teams to establish and implement Technical Support workflows for new and existing products and services.
EXTERNAL: Establish and maintain processes focused on ensuring high-quality services in both complaint capture and problem resolution to maintain high customer satisfaction and success.
EXTERNAL: Manage the support and helpdesk team to ensure timely resolution of all incidents raised by client within acceptable SLA based on the project contract.

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