Service Delivery Consultant | SDC | Taguig  

The Service Delivery Consultant roles within SCDaaS are responsible for helping clients operate and maintain the client's software product through a cloud-based offering. The services are proactive and extend beyond the classical support as part of a closer relationship with our customers to help them keep their installation in the best possible condition, while at the same time delivering tangible business value for clients.

Duties & Responsibilities

• A motivated individual who is willing to work independently and able to assess incident’s priority to be able take adequate action with minimal guidance.
• Support and maintenance of clients and to all aspects of service delivery around SCDaaS
• Participating in a 24x7 FTS model; and is flexible to provide after-hours support either on weekdays or weekends.
• Take ownership of incidents and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Work across the Global Team to resolve issues and concerns for end-users in a timely and effective manner.
• Understands support tiers, SLA’s and OLA’s of incidents to be able to escalate complex issues to senior members of the team.
• Maintain a high degree of customer service for all support queries and adhere to all ITSM service management principles to provide solution and deploying standards of SCDaaS Services.
• Ability to recognize and act responsibly on situations, enabling escalations, as necessary.
• Actively seek advice and support from peers and seniors on more complex issues.
• Applies subject matter knowledge to solve common business issues by leveraging practices and procedures covered by precedents or defined policies.
• Comfortable working cross functionally on both routine and non-routine tasks
• Guide internal and external contacts on defined usage of client’s software product.
• Generate solutions and implement services that are standard to SCDaaS.
• Communicate effectively and keep the knowledge base up-to-date.
• Ability to work with customers on standard tasks and issues.
• Understand the overall nature of the business; recognize inter-dependencies between functions.
  

• Minimum 3 to 5 years of related technical work experience.
• Technical:
  • Infrastructure and platforms experience (covers a range of technical acumen that includes virtualization, middleware application, interfaces, O/S, networking, and databases)
  • Job scheduling and management using an enterprise scheduler.
  • Automation
• Operations
  • Experienced Service Support practitioner (Incident, Service Fulfillment, Change and Release, Problem, etc)
  • Extensively used Service Desk applications and understand service workflow.
  • Performed regular maintenance and update of multiple environments (version upgrades, patches, refresh, job scheduling)
  • Experience with large financial services software products
  • Understand mission-critical applications and HA environments.
  • Problem analysis and issue resolution of known systemic errors.
  • Assess requirements; Identify services or products to improve operations.
  • Participated in domain teams and contributed to operational maturity/knowledge creation.
  • Experienced with cloud-based platform/infrastructure services.
  • Experienced with ITIL and Service Desk solutions like RemedyForce, ServiceNow, or JIRA

Additional qualifications:

• IT-based education (Bachelor or higher)
• ITIL v3/v4 certified preferred