PH0643:Technology Svc Spec


会社: FedEx Express APAC
Job Title: PH0643:Technology Svc Spec
職務補充依頼 ID: RC121041
Makati City, Philippines

カテゴリー: Information Technology
職務タイプ: 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