Tech Helpdesk Team Head

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 

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration  of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability.                                                                                                                       Requisition ID: 24997