Service Technical Coordinator
Microgenesis Business Systems Mandaluyong Full-time
This role is accountable for delivering end-to-end technical services for the Managed Services group, ensuring that SLA commitments, along with availability, performance, and security targets, are consistently met. It functions as the primary escalation point for critical technical incidents and provides oversight of process governance.
Working closely with the Senior Manager, the role leads MSP engineers, contributes to presales and solution design, drives service transition and continuous improvement initiatives, and engages with clients on technical, risk, and compliance matters.
Key responsibilities include:
- Managing end-to-end technical service delivery, ensuring SLAs, availability, performance, and security objectives are achieved.
- Partnering with the Senior Manager to lead MSP Engineers (L1–L3), including resource planning, shift scheduling, and technical mentoring.
- Serving as the primary escalation point for major incidents, leading response efforts and conducting root cause analysis.
- Governing incident, problem, change, and other key processes to maintain service stability.
- Collaborating on presales activities to design scalable, supportable, and operationally ready managed service solutions.
- Supporting sales by contributing to proposals, statements of work (SOWs), and effort estimates aligned with business opportunities.
- Overseeing service transition and onboarding, ensuring proper documentation, monitoring, and seamless handover to operations.
- Driving continuous improvement, automation, and standardization across tools and platforms in coordination with the Senior Manager.
- Engaging with clients through technical discussions, service reviews, and risk and compliance dialogues.
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Job Description
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