Internal Job Posting

 

ID Title

Description

7 EAO: SAP Basis or Oracle DBA Support Specialist

 

** Employees with Oracle DBA background are highly considered

We are looking for professionals with SAP Basis (or Oracle DBA) experience to support support the P&G Account. As a Senior SAP Basis Support Specialist, your responsibilities will include: • Providing service delivery to the required service levels. • Installation, configuration and administration of large scale global and regional SAP systems. • Overall responsibility for solutions, managing the various assigned customer's SAP systems. • Plan, execute and follow up SAP projects under your responsibility responsibility • Providing proactive support, through effective capacity planning and change manageme management. nt. • Providing reactive support for customers of the service, and to introduce measures to reduce reactive work. • Handling escalations from customers/other teams, about technical issues.

Your Profile Profile   • Have at least 3 years of hands-on experience in SAP Basis administration • Must have strong technical skills in OS and Database administration (DBA and OS Admin skills are highly considered)  considered)  • Must have good customer handling, communication and documentation documentatio n skills, including fluency in English. • Must have very good analytical thinking, strong troubleshooting skills and must be an independent worker.

Job Title Account Name Hiring Manager No. of Positions IJP Status

EAO SAP Basis Senior Support Specialist Alcatel Rabatan, Froi 1 Open

 

 

IJP Expires on

ID Title

Description

5/31/2012

54 GOC: Storage and Backup Administrator

 

Profile

• Experience within IT Operations Operations,, infrastructure services support (Systems Storage), operations monitoring and end user support. • Must be able to demonstrate troubleshooting and problem solving skills. Preferentially a minimum of 1 years’ hands hands-on -on technical knowledge of the applicable technology platform that you will be responsible for: Storage and Backup Products. • An understanding of ITSM\ITIL ITSM\ITIL processes an advantage, preferably ITIL trained. • A Degree/Diploma in Computer Science, Computer Engineering, Electrical Engineering, Management Information Systems or equivalent certifications (MCSE, Oracle/MCDBA, CCNP, SNIA) an advantage

Description

Working within the Infrastructure Services, Global Operation Center, you will be the first technical point of contact for any incident tickets generated by our server monitoring systems. You will need to ensure the tickets are categorized and prioritized accordingly. You will then attempt to diagnose the issue and even resolve it according to pre defined cook books. Where the incident cannot be resolved in a timely mannor, you will need to ensure that the ticket gets escated to the next level of support, and provide accurate details of the steps you took in the incident log. A swift and effective Command Center Support Consultant, will be able to quicky identify major service impacting incidents and ensure a timely handover to the Technical Support Teams. You will be part of a 24/7 operation and as such will be required to work night shifts as part of a rotation.

Responsibilities • Process.  Process.  • Incident Logging, Categorization Categorization & Prioritization

 

• An Incident record is opened (where not already automated) for each Incident to record and track all relevant information, as well as provide a complete history of events and activities throughout the incident lifecycle. • Categorize and prioritize the Incident so that it can be handled quickly and efficiently. • Prioritization should be assigned based on the Incident’s urgency and impact to the business. • Initial Diagnosis Diagnosis   • Identify all symptoms of the reported Incident in order to establish the effect on End Users / customer business operations. • Employment of diagnostic scripts, tools, known error databases and knowledge base can assist with initial diagnosis and determining possible applicable solution, temporary fixes and/or workarounds. • If a resolution for the Incident is not known or available at this point, and it is not considered to be a Major Incident, you will need to engage the relevant higher level support team. • If the incident is believed to be a Major Incident the Strategic Incident Manager / Shift Manager will need to be notified • Understand and utilize the RtOP process  process  • Incident Resolution  Resolution  • Where the cause of the incident is known and a documented resolution path can be followed, fix the issue and update the ticket accordingly. • Good awareness of the customers business and in-depth in -depth knowledge of  the customer’s environment and support processes.  processes.  • Other Process Responsibilitie Responsibilities s  • Complying with the ITSM & SLA standards by observing the Incident Incident Management lifecycle processes processes.. • Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigatio mitigation n steps escalating to manageme management’s nt’s attention, where appropriate. appropriate.   • Support and assist assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards • Responsible for flagging issues or inconsistencies found in documentation documentatio n to the Delivery Lead / Technology Team Lead / Technical Owner • Understand the CMDB and flag any inconsistencies in data using the appropriate process • Multi-disciplinary Multi-disciplinary process quality definition \ improveme improvement. nt.

 

• Contribute in quality and productivity improvement projects, providing analysis of information. • Ensure the compliance of processe processes s and best practices outlined by the Technical Supervisor and Management. • Provide technical consultation to the Shift Manager / Lead / Supervisor and Customer Service Agent during escalations. requirements. nts. • Technical Skill Levels & Training requireme • Follow training plans, requirements and schedules as outlined by the Technical Supervisor. • Complete and keep up to date with all Mandatory trainings. (Environmental (Environment al Health and Safety, ITSM, S Security ecurity Fundaments, Standards of Business Conduct, Standards of Personal Conduct.

Case Management • Ensure all cases are acted upon conscientiously and in the framework expected according according to the SLA. • Provide clear and unambiguous communication communication within Incident Management case tools with frequent and timely updates. • Chase any outstanding teams for case updates as appropriate appropriate,, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor. • On specific days you may be required to act as a Queue Manager. This task entails ensuring that new incidents arriving into your workgroups queue will be assigned an owner in accordance to the “time to own”  metrics. • Technical Responsib Responsibilities ilities   eshooting within the applicable technology platform that • Basic troubl troubleshooting you will be responsible for • Logging of problem requests when problems are identified within the applicable technology technology platform that you will be responsible for in a customer’s environme environment nt   Core Competency: • Must be a Service and Customer orientated team player. Flexible, self  motivated with the ability to work under pressure in an international and culturally diverse organization. • Must posses the ability to prioritize and perform multiple tasks. tasks.   • Ability to build strong working relationship with Technical Team Lead, Service Desk and tower support and technology teams. • Some understanding of 24x7 mission critical enterprise computing environments environment s and the impact of service disruption on a company’s company’s  

 

bottom line • MUST be willing to work on 24x7 rotation  rotation  -actively search for solutions from knowledge bases, • Able to pro pro-actively support documentation and other information. Soft Skills • Good motivational skills plus verbal and written communication communication skills, strong command of English Language. Must be additionally fluent in at least one of the common languages of the supported customer (dependantt on region). Fluent in local languages advantageous. (dependan -task and prioritize assigned tasks, problems • MUST be able to multi multi-task and requests in a high pressure environme environment nt • Strong interpersonal and telephony skills skills   • Strong analytical skills are as important as technical skills, ability to apply logical thinking to a fast f ast moving environment is key. aborate and cooperate with members of  • Team player. Ability to coll collaborate team and members of other teams • Good communication skills, excellent written and spoken English skills and Customer centric focus. • Ability to pro-actively pro-actively learn new technolog technology, y, processes and other skills • Keen interest interest in continual learning and professional development • Ability to communicate clearly and in a timely manner with all customers, partners and users, internal and external

Backups - Technical Skills • Arcserve/B Arcserve/Brightstore rightstore   • Backup and Storage HW and SW products • Backup Exec Exec   • Backup scheduling including restart and stop of backup sessions  sessions  • BRMS (AS/400 backup solution)  solution)  • Comm Vault Vault   • Data Protector Protector   • EMC Avamar Avamar   • EMC Legato Networker  Networker  • EVS backup backup   • File system permissions permissions   • Hardware troubleshooting troubleshooting   AT/PAT •N NAT/PAT • Netbackup  Netbackup  • Restore of data  data  • TSM Tivoli Storage Manager  Manager  • Windows and Unix Processes  Processes 

 

• Knowledge of HP OPENVIEW and HP OVO monitoring  monitoring 

Storage / SAN - Technical Skills Specifically required. • Array: EMC Clarion  Clarion  • Array: EMC Symmetric  Symmetric  • Array: EVA series • Array: MSA series  series  • Array: XP series  series  • Brocade  Brocade  • Cisco  Cisco  • ECC  ECC  • HDS  HDS  • HP EVA BC  BC  • HP EVA CA  CA  • HP Storage Works  Works  • HP XP BC  BC  • HP XP CA  CA  • IBM Series  Series  • IBM Shark  Shark  • NAS:Cellera  NAS:Cellera  • NAS:CENTERA NAS:CENTERA   • NAS:Clarion NAS:Clarion   • NAS:Netapps  NAS:Netapps  • NAS:PolyServe  NAS:PolyServe  • SRDF SRDF   • Storage Essentials • Time Finder Finder   • Knowledge of HP OPENVIEW and HP OVO monitoring monitoring  

Job Title Account Name Hiring Manager No. of Positions IJP Status IJP Expires on

GOC Storage and Backup Administrato Administratorr Shared Cochon, Jerico P 10 Open 5/31/2012

 

 

  ID Title

Description

106 SDEX-Service Management: Capacity Manager

 

Description The Capacity Manager takes a more direct, hands-on accountability for the day-to-day running of the process within the organization. The Capacity Manager is directly responsible for core sub-process (Business, Service and Component) deliverables.

Responsibilities: This section details the operational activities that should be performed by individuals performing this role within the Capacity Management Process. • Accountable for managing the capacity requirements of new standard services in relation to obtaining the proper cost and quality balance. • Functionally Functionally report effectiveness of Capacity Management process to the Account Process Lead / Regional Process Lead. • Ensure the performanc performance e and capacity criteria of standard service levels are met. • Ensure performance requirements requirements of new IT services can be m met et by determining the capacity requirements from the functional design. • Evaluate the impact of proposed changes on the capacity design and plan. • Act as escalation point for Capacity Manageme Management nt issues. issues.   • Ensure capacity requirements are met and to impro improve ve the performance level within cost constraints. • Champion recommendations for tuning, and present the recommendations recommend ations to IT manageme management nt customers on the design and use of systems to help ensure optimum use is made of all hardware and operating software components. • Champion recommendations for resolution to performance problems.  problems.  • Recommend to IT management when to employ demand management techniques (to dampen user demands on the systems). • Ensure Capacity Management Service Level Agreements (SLA’s) are are met. -to-end Capacity • Provide feedback on the effectiveness and end end-to-end Management Process workflow to the Capacity Manageme Management nt Account Process Lead.

 

Meeting Requirement Requirements s • Quarterly review of Capacity Plan.  Plan.  • Recommend monthly review of Capacity Plan. Plan.   Reporting Requirements • Produce a capacity design and plan discussing the ability of the IT infrastructure to Meet the performance and capacity requirements of  the business.

Qualifications & skills • Minimum 3 years IT experience prefe preferred, rred, to include: include:   • Capacity Capacity Management (highly preferred) • Performance Management (highly preferred) preferred)   • IT Infrastructure / Server Management role (required) (required)   • Troubleshooting and managing network and server infrastructure (required) • Vendor Management (preferred)  (preferred)  • Broad technical technical experience across multiple technologies • Customer facing role  role  • Escalation Manageme Management nt   • Excellent interpersonal skills  skills  • Knowledgeable in MS Office Application, especially MS Excel and Word  Word  • Understanding of the fundamentals of ITIL / ITSM ITSM   • Extensive Extensive knowledge and experience in the development of Capacity Planning reports and processes • Demonstrated experience and detailed knowledge in the Capacity Planning function (or Performance Management function) in a major organisation • Well developed written written and verbal communication, negotiation and relationship-building skills can be applied at senior management, peer relationship-building and subordinate levels. • Ability to write reports in plain English and create Excel charts by effectively communicating Capacity plans, issues and recommen recommendations dations with our audiences (Clients, Service Delivery Executives and Managers, Delivery Managers, and various technical teams) • Well-developed Well-developed adaptive problem-solving skills that can be applied in a broad or generally defined environment

Job Title Account Name

SDEX Service Management: Capacity Manager Shared

 

Hiring Manager No. of Positions IJP Status IJP Expires on

ID Title

Description

Dy, Herman T

 

2 Open 7/31/2012

141 Capability: Capabilit y: UNIX Server Build Engineer

 

Responsibilities:   Responsibilities:

1. Responsible for Technical Content of the Incident Management Services.

• Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support and technology teams. -depth knowledge of  • Good awareness of the customers business and in in-depth the customer's environment and support processes. • Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes processes.. • Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation mitigation steps escalating to manageme management's nt's attention, where appropriate. • Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards; also accountable for updating the documentation.

2. Multi-disciplinary process quality definition \ improveme improvement. nt.

• Contribute in quality and productivity improvement projects, providing analysis of information. • Ensure the following of processes and best practices outlined outlined by the Technical Supervisor and Management. • Provide technical consultation as Subject Matter Expert (SME) to the Shift Manager / Lead L ead / Supervisor and Customer Service Agent during escalations. • Being responsive to clients whilst following the principles principles and

 

procedures of the quality management system • Identify, analyze problems and suggest improvem improvements ents identified in their own area of responsibi responsibility lity and implementing those with a recognized business benefit

3. Technical Skill Levels & Training requirements

• Follow training plans, requirements and schedules as outlined by the Technical Supervisor. • Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct)

4. Case Management

• Ensure all cases are acted upon conscientiously and in the framework expected according according to the SLA. • Provide clear and unambiguous communication communication within Incident Management case tools with frequent and timely updates. • Chase any outstanding teams for case updates as appropriate appropriate,, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor / Customer Service Agent.

Profile:   Profile:

• Degree in Computer Science or equivalent certifications (MCSE, MCP, HP-UX, CCNA, CCNP). • Minimum 1 years experience within IT Operations, infrastructure services support (Systems and Network management), operations monitoring and end user support. • Minimum of 1 years technical knowledge of the applicable platform that you will be responsible for: Windows and Microsoft Products, HPUX, Web browser and web environments, SAP, SQL, Oracle, Network management and HP Open View Products. Must be able to demonstrate troubleshooting troubleshoo ting and problem solving skills. -Must have a backgroun background d in Clustering and High Availability (Serviceguard)) or other clustering solutions. (Serviceguard • Excellent understanding of ITSM\ITIL ITSM\ITIL processes, preferably ITIL trained. • Must be Filipino citizens or hold relevant residence status status  

 

 

Core Competency: Competency:  

• Must be a Service and Customer orientated team player. Flexible, self  motivated with the ability to work under pressure in an International and culturally diverse organization. • Must possess the ability to prioritize and perform multiple tasks.  tasks.  • Good motivational skills plus verbal and written communication communication skills, strong command of English Language. Must be additionally fluent in at least one of the common languages of the supported customer (dependant on region).

Technical Skills preferred: preferred:  

• Knowledge of UNIX, HP-UX HP-UX & Linux. Knowledge in TRU64 or other UNIX systems is a plus. This Include: • Kernel messages  messages  • UNIX Processes  Processes  • Hardware faults (EMS)  (EMS)  • Clustering Clustering and high availability (Service Guard) or Veritas Cluster File System (VCFS), Linux GFS, SunCluster • File system, LVM  LVM  • Health Check  Check  • Performance evaluation  evaluation  • Printing  Printing  • User Management  Management  • Backup  Backup  • Good Broad network knowledge  knowledge   • Oracle Database  Database 

Job Title Account Name Hiring Manager No. of Positions IJP Status IJP Expires on

Capability: UNIX Server Build Engineer ALU, Centrica Kempton Tan, Wilmer T 1 Open 5/28/2012

 

 

ID Title

Description

143 Enterprise Cloud/Utility Services: Senior Windows Administrators

 

We are establishing new Cloud Services in our IT operations, so we are looking for the best to join us! HP Philippines is seeking for highly motivated, ambitio ambitious us IT professionals to join our fast growing Team. If you already outgrow your current responsibilities and feel a need of real challenge, come to us where sky is the the limit. If you want to p put ut in full throttle yo your ur technical and business know how into exciting projects, HP is the right work place for you!

HP Philippines has established an IT Operations Centre, which developed into one of the top Delivery Centers for Infrastructure Management Services Services operating Wo World rld Wide. The impeccable serv service ice quality, along with traditional hard working, won us a leading industry position for less than three years of operation. You will use your expertise to achieve high level of customer satisfaction by implementing/supporting implementing/supporting state- of- art solutions and minimizing the amount of unplanned downtime in the customer's production environment.. Your daily challenge will be identifying and solving environment problems, working on complex incidents affecting thousands of users, defining, executing and implementing changes, coordinating implementations and system management. You will work in environment where fast educated decisions may save the day, however quality and perfection are our major objective. Working remotely from Philippines you will be reaching customers from pole to pole.

We are looking for -

Senior Windows administra administrators tors with 3 or more years of 

experience.

Qualifications

Essential:

•

Advanced knowledge in Microsoft Windows operating system

platforms (MS Windows 200x) •

Degree in Computer Science, Computer Engineering, Electrical

 

Engineering, Management Information Systems or

equivalent

education •

At least 3 years practical experie experience nce in MS Windows platform

administration •

Practical experience with installation, configuration, patching and

troubleshooting •

Thorough understanding of Server Security (Windows Firewall)

•

Networking (DNS, DHCP, DMZ, load balancers, NAT)

•

Experience Experien ce with Backup and Restore tools for MS platform

operating systems

Preferred:

•

In depth Experience in administration of high availability

environments, environment s, MS Clustering •

Solid knowledge in Server Virtualization technologies (HyperV)

•

Proven background in administration of Application Virtualization

technologies technologie s (MS terminal server)

Job Title Account Name Hiring Manager No. of Positions IJP Status IJP Expires on

•

Microsoft Certified System Engineer

•

SAN - understand the basics and symptoms

•

Experience Experien ce in Database administration (MS SQL, Oracle)

Enterprise Cloud/Utility Services - Senior Windows Administrators HP USGD Tashev, Radoslav 7 Open 4/30/2012

 

 

ID Title

Description

146 EAO: SAP Basis Junior Support Specialist

 

Must have a background in Computer Science, a related discipline or equivalent work experience. • Must have good customer handling, communication and documentation documentatio n skills, including fluency in English. • Must have very good analytical thinking, strong troubleshoo troubleshooting ting skills and must be an independent worker. ust have at least a Bachelor's/Colleg Bachelor's/College e Degree in • Candidates m must Computer Science/Information Technology • At least 1 to 2 years of hands-on hands-on experience in either SAP Basis Administration, Database Administration or OS Administration • Strong troubleshooting, analytical, problemproblem- solving, and conceptual skills • Strong customer focus and management of client expectations expectations   • Excellent oral and written communicatio communication n skills skills   • Excellent teamwork skills  skills  • Can work with minimum supervision.

Responsibilities: configuration n and administration of large scale global and • Installation, configuratio regional SAP systems. • Overall responsibility for solutions, managing the various assigned customer's SAP systems. • Plan, execute and follow up SAP projects under your responsibility.  responsibility.  • Providing proactive support, through effective capacity planning and change manageme management. nt. • Providing reactive support for customers of the service, and to introduce measures to reduce reactive work.

Handling escalations from customers/o customers/other ther teams, about technical issues. • Providing service delivery to the required service levels.  levels.  • Providing reactive support for customers of the service, and to introduce measures to reduce reactive work. • Providing proactive support, through effective capacity planning and change manageme management. nt. • Handling escalations from customers/other teams, about technical issues.

 

• Configuration and administration of large scale global and regional SAP systems. • Plan, execute and follow up SAP projects under your responsibility responsibility   • Being responsive to clients whilst following the principles and procedures of the quality management system • Identify, analyze problems and suggest improvem improvements ents identified in their own area of responsibi responsibility lity and implementing those with a recognized business benefit Core Competency: • SAP Basis experience on release 4.6 and above above   • SAP experience on any of the following NetWeaver technologies:  technologies:  o Supply Chain Management / Advance Planning Optimizer o Business Warehouse / Business Intelligence o Enterprise Portal / SAP Workplace o SAP Exchange Infrastructure / SAP Business Connector o SAP J2EE o Solution Manager / RunSAP o SAP Security

Job Title Account Name Hiring Manager No. of Positions IJP Status

EAO SAP Basis Junior Support Specialist Shared Victoria, Joseph Ryan

 

1 Open

IJP Expires on 4/30/2012

ID

Title

Description

161 PPM Project Manager

 

Applies developed subject matter knowledge to solve common and

 

complex business issues within established guidelines and recommends appropriate alternatives. Works on problems / projects of diverse complexity and scope. Exercises independent  judgmentt within generally de  judgmen defined fined policies an and d practices to id identify entify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues. Responsibilities • Manages customer project delivery, Revenue as detailed in Impact section; Large/ moderately complex/ local or subregion; Medium/ high risk; Medium complexity; legal and commercial issues • Financials: Manages pro project ject financials includi including ng P&L; Meets or exceeds SOAR approved budgets; Provides reliable financial forecasts to HPS managemen • Manages business development ; Identifies and develops new opportunities opportun ities on current project; Supports qualification and opportunity assessment for large and moderately complex opportunities; Acts as opportunity manager for medium to high risk deals • Manages client relationships; Manages mid to upper level client delivery relationships; Frequently represents the organization to external customers/cl customers/clients ients • Manages project team; Manages internal as well as external resources with a team size less than 20 people ; Mentors and encourages skill development of project team members; Provides performance performanc e review input and indication of area of develop development ment for team members • Contribute to key initiatives. • Active contribution to enhance / improve Global T&T / PPM and project management processes and methods for Best-Shore centres • Participate and support the Center wide key initiatives. • Accountable for leading internal improvement programmes that evolve the maturity of the methodology within Outsourcing effectiveness - Work across functions to improve • Cross-functional effectiveness

 

deployment methods and remove specific bottlenecks. • Teamwork with other functions like Delivery RM, Biz Ops and Staffing for delivery readiness. • Ability to work remotely and with various stakeholders across all regions, both junior and senior • Support and train new members in their activities. • Assists in acquiring staff and material resources for the Transition programs and associated projects. • Ensuring that all Project Plans are consistent, congruent, and integrate with the overall Program Plan or overall Global Transition plans. • Supporting the Project Managers of Transition/ Transformation projects in developing each project's scope of work, estimates, schedule and risk • Being responsive to clients whilst following the principles and procedures of the quality management system • Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit Education and Experience Required: • First Level University degree • 5 years experience in project management or in like roles/businesses • Typically new to Transition/Trans Transition/Transformation formation work; has backgro background und in IT • <5 years industry experience • Preferred to have but must obtain once hired Project Management Professional (PMP) certification • Must have an Undergrad Undergraduate uate Degree. (Preferred fields include Business, Computer Science, IT/ IS, or Electrical/Electronic Engineering (or equivalent combination education or experien experience)). ce)). Knowledge Knowledg e and Skills: in-depth understanding of key HP Services’  • Demonstrates an in-depth operational policies, processes and methodol methodologies ogies applicable to project management. • Speaks with expertise to many layers of depth related to project management

 

• Methods • Participates in the HP PM Professions community • On the PMP Certification path or has already obtained PMP • Basic knowledge of ITIL or ITSM • Project management skills • Risk Management skills • Skilled at Transition Rollout • Knowledge of TTM • Lead End to End Projects • Apply effective project management methods • Analyze and resolve problems • Focus on customers • Design and deliver presentations • Influence management in defining customer needs • Negotiate effectively • Manage Transition/ Transformation project financials • Strong communication skills (verbal and written communication skills, strong command of English Language) and proven experience experien ce of working across cultures and boundaries. • Experience of working with people in different countries with little or no face to face contact. Ability to communicate effectively on the phone and by email • Good delivery background with project management knowledge and exposure to HP outsourcing process. Apply effective project management methods • Influence management in defining customer needs, and strike the right balance between serving Account Team goals and representing representi ng ITO delivery teams. • Good experience experience in negotiation skills and ability to influence contract content • Skilled at leading strategic discussions and negotiate on behalf of  ITO. • Ability to translate activities into on-going repeatable processes • Ability to work to a goal and deadline, solving problems as they arise without the need for constant guidance • Ability to work without constant supervision • Knowledge of Financial Management controls and key financial business fundamentals of Managed Services overall

 

Scope and Impact: • Typically country level deals below US$50 million TCV • Will have influence within HP; may or may not have influence outside HP • Typically staffed on a Transition deal, but not necessarily leading it • Delivery or opportunity management with visible impact on HP Services • revenue normally less than $3M or transition/transfo transition/transformation rmation for a $50-100M (Gold level) deal. Complexity: • Will typically lead or assist on one tower* (see Note 1) single geography, geograp hy, or multiple towers within a single country or a site • Works on complex projects where analysis of situations or data requires an evaluation of multiple factors • Delivers projects affecting one or two client divisions • Coordinates and integrates the work efforts and deliverables of a large multi-function, multivendor project team • Project is normally within a single region • Manages projects with aggressive but achievable client deadlines

Core Competency: • Project Management • Ability to drive project management lifecycle in relation to ITO environment • Technical Knowledge Transfer - Establishes HP's technical creditability and solution capability within customer's Information Technology (IT) organization through education & assistance • Risk Management Comprehensive ve risk identification, analysis, mitigation and • Comprehensi closure • TTM • Successfully onboarding new accounts, projects, systems into the best shore center or regional/global account environment • Up-selling/Cross-Selling - Leverages product and solution knowledge to probe customer needs and identify opportunities for up-selling /cross-selling

 

• HPS Solution Interfaces - Understands how services in area-ofresponsibility responsib ility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies Foundations ns • ITIL v3 Foundatio • Ability to consult, audit, recommend ITIL standards into delivery models V alidation • ITIL v3 Release Testing and Validation • Change Management - Develops methods and implements change for supporting innovation and change across the organization • Leadership Management - Interfaces effectively with • Customer Experience Management customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support • Client/Customer Relationship Building - Demonstrates clientsensitive practices within the account(s) and internal gate-keeping within HP to support building strategic trusted advisor status • Services Account Management - Ensures customer satisfaction and optimum engagement relationships relationships to build and maintain services business within the account • Presentation Skills • Ability to communicate effectively and drive alignments across both junior and senior stakeholders • Problem Solving • Technical Problem Solving - Approaches technical problems in a rational manner using sound strategies that ensure effective resolution

Job Title

Account Name

Hiring Manager

No. of Positions

PPM Project Manager

Shared

Yap, Elaine

1

 

 

IJP Status

IJP Expires on

Open

4/30/2012

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ID Title

179 GOC: UNIX Sr. System Administrator

 

Description Candidates with experience in AIX will be prioritized. 

Profile:

• Degree in Computer Science, Compute Computerr Engineering, Electrical Engineering, Management Information Systems or equivalen equivalentt experience. • Formal IT qualification (certifications)  • Minimum of 4/5 years experience within IT Operations, infrastructure services support (Systems and Network management), operations monitoring and end user support. • In-depth In-depth knowledge of the technology. Minimum of 4/5 years technical knowledge of the applicable Technology that you will be responsible for. Must be able to demonstrate trouble troubleshooting shooting and problem solving skills. • Technologies would include: Linux, HP-UX, HP-UX, Sun Solaris, and or AIX • Excellent understanding of ITSM\ITIL ITSM\ITIL processes. Preferably ITIL trained. • Project Management exposure is a plus  plus  • Flexible, working in shifts, performing standby activities on operational basis

Responsibilities:

 

As a deep technical support engine engineer, er, he/she will take on a combination of the following responsibi responsibilities lities

• Account Champion – be Single Point of Contact for any technical issues for a certain account • Knowledge Transition Lead -- Ensure project deliverables (documentation, (documentatio n, RTPA, etc) are met in conjunction with transition timelines. Work closely with I&T Manager to properly inbound upcoming account lem Management -- Perform proactive analysis of incident data in • Prob Problem an attempt to identify recurring incidents or emerging trends • Change Management -- Review, prioritize, approve, seek approval and communicate change records records that are received via the Change Management Process. • Incident Management – Ensure quick and quality resolution of  incidents that are escalated to Deep Technical Support S upport • Capacity Management -- Ensure proper and accurate performance monitoring, via standard reporting or other sources (as defined in the SLA). • Release to Build and Test – Implement or adapt service support according defined project. Assist and prepare Acceptance-for-Suppor Acceptance-for-Supportt session. • Configuration Management -- Keep Configuration Management tool up to date, as directed by TL or account team. • Certified Internal Trainer -- Responsible in conducting process or technical-related trainings to the organization -- Responsib Responsible le in creating/reviewing creating/rev iewing modules for trainings • Being responsive to clients whilst following the principles principles and procedures of the quality management system Provide documentation documentation and training for L1/L2 -- Follow training plans, requirements requiremen ts and schedules as outlined by the Manager. Create runbooks for L1/L2 teams’ use  use   • Identify, analyze problems and suggest improvem improvements ents identified in their own area of responsibi responsibility lity and implementing those with a recognized business benefit

Core Competency:

• Must be a Service and Customer oriented team player. Flexible, self  motivated with the ability to work under pressure in an International and culturally diverse organization.

 

• Must possess the ability to prioritize and perform multiple tasks.  tasks.  • Good motivational skills plus verbal and written communication communication skills, strong command of English Language. Must be additionally fluent in at least one of the common languages of the supported customer (dependantt on region). Fluent in local languages advantageous. (dependan • Negotiation, Team Leadership Skills: Must be able to demonstrate guidance, control & direction. • Advanced knowlege on ITIL processes such as Incident Management , Problem Management, Change Management, Configuration Management, Release Management, and Escalation Management. Should be able to drive and influence other resources to follow standard processes • Able to start and complete simple to complex projects projects   • Advanced knowledge management skills used to document and drive efficiencies and standardizatio standardization n • Expert level skills for the technologies mentione mentioned d in the profile. Able to execute tasks even without CBAs/documentatio CBAs/documentations/guideline ns/guidelines. s. Can also create the CBAs independently.

Job Title Account Name Hiring Manager No. of Positions IJP Status IJP Expires on

ID Title

Description

GOC: UNIX Sr. System Administrator TCCC Lee, Kathleen Mae S

 

1 Open 7/2/2012

165 GOC: Wintel System Administrator

 

Responsibilities: 1. Responsible for Technical Content of the Incident Management Services. • Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support and technology teams. • Good awareness of the customers business and in-depth in -depth knowledge of  the customer’s environment and support processes.  processes. 

 

• Complying with the ITSM & SLA standards by observin observing g the Incident Management lifecycle processes processes.. • Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigatio mitigation n steps escalating escalating to management’s attention, where appropriate.  appropriate.  • Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards; also accountable for updating the documentation. 2. Multi-disciplinary process quality definition / improveme improvement. nt. • Ensure the following of processes and best practices outlined by the Technical Supervisor and Management. 3. Technical Skill Levels & Training requirements. es as outlined by the • Follow training plans, requirements and schedul schedules Technical Supervisor. • Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct) 4. Case Management • Ensure all cases are acted upon conscientiously and in the framework expected according according to the SLA. • Provide clear and unambiguous communication communication within Incident Management case tools with frequent and a nd timely updates. Chase any outstanding teams for case updates as approp appropriate, riate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor / Customer Service Agent.

Service Provided (but not limited to): • Maintenance Maintenance of Scripts (Login, Batch, Perl, VB, Java) • Server Restoration (NO End Users) • Troubleshooting of Domains & Related Problems  Problems  • System Scheduled Maintenance  Maintenance  • OS Installation  Installation  • Troubleshooting of OS related problems • Remote Access Administration (Creation / Deletion / Modification) • File System Management • Batch Jobs / Scheduler (Creation / Modification)  Modification)  • Other task listed in the RACI chart for WINTEL technology tower  tower 

 

Job Title Account Name Hiring Manager No. of Positions IJP Status IJP Expires on

GOC: Wintel Server Administrator USGD AIS Sadian, Julius Marvin E 3 Open 5/27/2012