Platform and Solution Engineering Senior Manager

Trends Group, Inc.; Makati; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Trends Group, Inc. in Makati City seeks a Platform and Solution Engineering Senior Manager to lead the Platform and Solution Engineering Section, ensure high-quality deliverables, and equip the team with the necessary training.

The role encompasses governance of IT service continuity, availability, service catalog, SLAs, and incident management, while aligning processes with the company’s growth and client expectations; strong leadership and collaboration with sales and technical groups are

Qualifications

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent.
• 5+ years of experience as a Manager/Supervisor/Team Lead.
• At least 3 years coordinating with partners and clients.
• Certifications in IT Service Management, IT Infrastructure, Cybersecurity or Information Security are a plus.

Responsibilities

• Accomplishes all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
• Ensures that the Platform and Solution Engineering Section follows effective and efficient processes and complies with escalation protocols.
• Conducts performance review of the team leaders.
• Updates and contributes to the knowledge and information relevant to Platform and Solution Engineering.
• Stays updated on emerging technologies.
• Participates in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.

Education

Bachelor's degree in Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

Job description

I. PURPOSE

The Platform and Solution Engineering Senior Manager is responsible in leading and managing the Platform and Solution Engineering Section ensuring deliverables are met with the highest quality and that the team is properly equipped and trained to deliver the services.

II. DUTIES AND RESPONSIBILITIES

• Accomplishes all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
• Ensures that the Platform and Solution Engineering Section follows effective and efficient processes and complies with escalation protocols.
• Conducts performance review of the team leaders.
• Updates and contributes to the knowledge and information relevant to Platform and Solution Engineering.
• Stays updated on emerging technologies.
• Participates in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Ensures that the Platform and Solution Engineering Section complies with company policies, guidelines, standards, and procedures.
• Reviews and approves documentation related to Platform and Solution Engineering (IT Service Continuity Management, Service Catalog Management, Configuration Management, Incident Management, and Process Management)
• Acts as the primary liaison with other technical groups and sales groups/solutions architects.
• Oversees resource allocation for the whole Platform and Solution Engineering Section efforts.
• Manages the budget, staffing, and technology resources of the Platform and Solution Engineering Section.
• Aligns the Platform and Solution Engineering Section’s processes, efforts, and initiatives with organizational goals.
• Ensures that processes, efforts, and initiatives align with the organization's growth objectives and operational requirements.
• Oversees the overall Platform and Solution Engineering Section processes, efforts, and initiatives.
• Professionally represents the company; enriching client relationships and providing expertise, composure, and competence. Data Analytics
• Defines key performance indicators (KPIs) and metrics for evaluating the effectiveness of data analysis efforts.
• Sets standards and best practices for data management and modeling within the organization. Availability Management
• Involved in high-level strategic decisions regarding availability goals and priorities.
• Receives information about the progress and any significant issues related to Availability Management IT Service Continuity Management
• Performs the role assigned in the Business Continuity Plan (BCP).
• Negotiate objective for Platform and Solution Engineering and set objective for Recovery Point and Recovery Time to ensure minimum agreed service levels are met in case of a disaster.
• Provide input and approve Platform and Solution Engineering’s Business Impact analysis to reduce risks to an acceptable level and plan for the team’s recovery. Service Catalog Management
• Ensures that the Platform and Solution Engineering Service Catalog is maintained and optimized for performance.
• Collaborates with the Service Catalog Manager to define SLA/OLA and agreements.
• Ensures that Platform and Solution Engineering information is accurate and up to date. Service Level Management
• Collaborates with Vendor Management to establish and monitor service level agreements (SLAs) with technology partners, telco providers, and other vendors.
• Ensures alignment of vendor commitments with organizational service level targets and requirements.
• Monitors vendor performance and escalates issues to Vendor Management for resolution.
• Collaborates with internal stakeholders to define and monitor service level agreements (SLAs) for internal engineering services.
• Provides strategic direction and guidance to Platform and Solution Engineering Team Leaders to ensure effective assessment and management of internal engineering services. Operational Level Management
• Provides overarching leadership, strategic direction, and coordination for Operational Level Management across all teams.
• Monitors the performance of operational levels and holds team leads accountable for meeting targets.
• Leads the process of establishing operational agreements of service level with internal customers.
• Monitors the performance of operational agreements and adjusts as necessary to meet internal customer needs.
• Guarantees adherence to set targets and Operational Level Agreements (OLA) with the internal customers. Member of the Internal Change Advisory Board and Project Implementation Team
• Representative of the Change Advisory Board.
• Consulted for the deliverables on project implementation. Provides 1st and 2nd Level Support to internal customers.
• Oversees the provision of 1st and 2nd Level Support to internal customers across the department.
• Sets policies and procedures for handling support requests and escalations. Manages escalation to 3rd Level Support (Other Technical Groups and/or Third Parties)
• Oversees the escalation process to 3rd Level Support and ensures effective communication with other technical groups, third-party vendors, and the Vendor Management Team.
• Sets policies and procedures for escalating issues and monitors resolution timelines. Access Management
• Oversees and directs the execution of policies defined in Information Security Management.
• Ensures that policies are communicated effectively to all teams and that compliance is monitored and enforced.
• Reviews audit results and approves improvement initiatives. Incident Management
• Performs the role assigned in the Information Security Management System Incident Response Plan.
• Oversees and directs incident management efforts across the department.
• Ensures that incident response procedures are in place and followed by all Platform and Solution Engineering teams.
• Coordinates with other departments and stakeholders during major incidents. IT Asset Management
• Collaborates with teams within MICTS to develop and implement asset management policies and procedures.
• Handles conflict resolution. IT Operations Management
• Collaborates with teams within MICTS to develop and implement operational policies and procedures.
• Provides strategic direction and leadership for IT Operations Management (ITOM) initiatives, emphasizing process optimization and automation.
• Sets the strategic direction for ITOM initiatives, emphasizing efficiency, cost-effectiveness, and scalability. Problem Management
• Approves corrective and preventive actions and measures.

III. QUALIFICATIONS

A. Minimum Education

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent.
• Master's degree or pursuing post-graduate studies is an advantage.

B. Minimum Experience/Training

• Have at least 5 years working experience as a Manager/Supervisor/Team Lead
• With at least 3 years’ experience in coordinating with partners & clients.
• Exhibits strong leadership skills.
• Trainings and/or certifications on any of the following domains:
  • IT Service Management
  • IT Infrastructure (Network, Servers, Cloud, APM, NMS, etc.)
  • Cybersecurity and/or Information Security

IV. WORKING CONDITIONS

• Reporting to the company’s main office in Makati City on a hybrid work arrangement.
• Collaborate physically and/or virtually with internal and external stakeholders. May travel for face-to-face client meetings, company-sponsored conferences, and related marketing events.
• Attend training and acquire certifications that are applicable to the role.