IT Operational Excellence Analyst | Hybrid Setup (2x a week RTO)
Michael Page Makati Full-time
Pivotal role within our organization, responsible for driving efficiency, effectiveness, and continuous improvement in IT operations
- Background in process improvement methodologies such as Lean Six Sigma
- Application support monitoring, metrics and reporting
- Optimized reporting and monitoring for multiple groups in the organization – internal team, IT leadership, business users, Business Leaders.
- Develop and maintain operational metrics and key performance indicators (KPIs) to monitor performance and drive continuous improvement.
- Oversee the delivery of IT services to ensure they meet or exceed business requirements and service level agreements (SLAs).
- Collaborate with IT and business stakeholders to define service delivery expectations and develop strategies to meet those expectations
- Escalation / Outage management – provide oversight and business engagement to critical and high priority outages that impact business operations
- Continuous improvement practices
- Implement best practices for incident, problem, and change management to improve service quality and reduce downtime.
- Lead efforts to optimize processes, enhance service delivery, and ensure the highest level of operational performance
- Lead root cause analysis and corrective actions for operational issues, ensuring timely resolution and prevention of future occurrences
- Drive simplification in the ecosystem of technology – less platforms, less integration complexity, less failure points for improved user experience
- Encourage and facilitate process optimization initiatives across the IT application support team
- Conduct regular assessments of IT processes and workflows to identify areas for improvement and implement changes as needed.
- Provide training and support to IT staff on process improvement methodologies and tools.
- Responsible for ongoing onboarding program to optimize new talent as well as ongoing training programs to build strong technologist and people leaders
- Responsible for ongoing onboarding program to optimize new talent as well as ongoing training programs to build strong technologist and people leaders.
- Process Improvement - process analysis techniques such as lean six sigma, integrated work system or other process improvement framework
- Data Analysis - using data to identify problems, measure performance and track progress
- Data Visualization - creating and using data reporting tools (such as Power BI or similar)
- Problem Solving and Decision Making - process gap analysis to identify inefficiencies and problem root causes.
- Continuous Improvement Mindset - develop immediate and long-term solutions to eliminate inefficiencies
- Project Management - drive initiatives and handle different stakeholders to effectively deploy projects.
- Experience in IT is a plus
- Preferably with ITIL and Project Management experiences
- Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field
- 5 years of work experience minimum
- 2-5 years IT Operational Excellence experience is preferred
- Certifications a plus
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