PH0643:Technology Svc Spec

Job Description

Company: FedEx Express APAC
Job Title: PH0643:Technology Svc Spec
Job Requisition Number: RC121041
Makati City, Philippines

Job Category: Information Technology
Time Type: Full Time
Job Type: Regular


  • Provide second-level IT support for business users; resolving incidents and fulfilling service requests as part of Incident Management and Request Fulfillment processes
  • Perform periodic maintenance activities as part of IT Service Delivery
  • Provide root cause analysis (RCA) on recurring incidents and problems, and drive the implementation of the permanent resolution for the incident/s, as part of Problem Management
  • Implementation of various endpoint IT changes, and fulfilling IT Change Tasks as part of Change Management and Release & Deployment processes
  • Continuously document troubleshooting solutions and other IT documents as part of Knowledge Management process
  • Maintain the accuracy of the Configuration Management Database (CMDB) as part of Service Asset & Configuration Management processes
  • Drive up to 2-3 technology projects ranging from small initiatives and/or process improvement projects, up to country-wide implementations as part of Project Management
  • Conduct User Acceptance Testing (UAT) coordination and other business-facing test activities (e.g. Post Validation Testing, User Experience Testing) after implementation of IT Changes

Knowledge, Skills and Abilities Required:
  • Strong endpoint management experience with intermediate experience in Network and Telephony infrastructure
  • Strong knowledge on the adoption and implementation of IT Service Management / ITIL best practices (ITIL Intermediate Certification is an advantage, but not required)
  • Intermediate knowledge and/or working experience on Project Management (PMP Certification an advantage, but not required) and Agile & DevOps methodologies
  • Ability to communicate and collaborate effectively with varying levels of business users (from frontline staff to Executive level)
  • Self-starter mentality with ability to work independently / with minimal supervision after transition period
  • Strong analytical and problem solving skills with balanced mindset of maintaining common business sense

The Company

FedEx Express is one of the world's largest express transportation companies and has consistently been selected as one of the world's top 500 companies and the World’s Most Admired Companies by "Fortune" magazine. FedEx provides fast and reliable delivery to more than 220 countries and territories.

The Philosophy

People–Service–Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees' well-being and value their contributions to the company.

The Culture

We honor innovation, integrity and commitment. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.

The Mission

We strive to be the Best Company to work for with the Best Service and the Best Brand in our industry.