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Work Background
Standard Chartered BankTechnology Service Manager
Jan. 2020Makati City, Philippines- Manages the day-to-day working relationship of the IT clients and various IT service providers to ensure high level of customer satisfaction
- Administers regular service review meetings with all relevant IT business stakeholders and external IT suppliers and vendors to ensure that established/updated service-level agreements are aligned with business and IT expectations
- Monitors and coordinates with IT stakeholders in ensuring up-to-date service-level agreements of IT services
- Initiates broadcasts to cascade important technology-related policies, procedures, incidents and events to ensure that all relevant business stakeholders are aware and guided accordingly
- Maintains pertinent and updated outsourcing documents from external IT suppliers and vendors and intra-group outsourcing suppliers based on outsourcing policy
- Presents incident and problem trend analysis to identify gaps and to address issues in the key areas of Corporate, Commercial and Institutional Banking (CCIB) IT service delivery
- Monitors performance of IT service providers against service-level agreements and initiates required changes to restore service levels and satisfy client expectations
- Organizes regular client satisfaction survey to measure customer satisfaction at all levels
- Implements IT risk and service management initiatives to identify process inefficiencies
- Drives the proper monthly costing and manpower allocation within IT in order to properly assist in the preparation of the IT budget and cost reports
- Manages the IT procurement, inventory processes and service and maintenance contracts to ensure compliance of third party risk management policies and standards
Incuventure Partners CorporationProject Manager (Consultant) - IT Service Management for Department of Budget and Management
Nov. 2018 - Jan. 2020Manila• Manages the IT service operation functions (service desk, IT operations and application management) to deliver services according to defined service level commitments owned by the IT service operation teams.
• Coordinates resources and work to deliver solutions/deliverables to customers on time and within the budget.
• Oversees the successful completion of all work assigned to the IT service operation team. Assigned work to team resources, balancing workload appropriately
• Manages and report on progress towards IT service operation teams and unit objectives. Ensures that IT service operation teams meet service level commitments.
• Coordinates and procures the required skills and techniques required by the IT service operation teams. • Identifies functional/technical issue causes, key information requirements, and main design alternatives
• Delivers products and services for areas under her control that are seen as high quality by the client
• Develops and demonstrates core skills in tools and techniques used in service planning, design, and implementation
• Utilizes company experts and resources appropriately
• Reminds clients of original objectives when reviewing scope changes
• Balances relationship among budget, staffing mix and project milestones when building workplans and schedules
Sun LifeFinancial Advisor - Sun Life of Canada (Philippines), Inc.
Apr. 2018 - Sep. 2019MakatiAddresses the financial needs of clients through financial planning
DFI Retail GroupIT Operations Monitoring Lead - The Dairy Farm Company, Ltd. ROHQ
Dec. 2016 - Mar. 2018NCR - National Capital Region, Philippines- Manages staff time in workforce management portal
- Ensures team adherence to execution & control processes and procedures
- Provides team's guidance, directing, coaching, and development;
- Performs annual staff performance evaluation and possible promotion recommendations
- Conducts quarterly team meetings
- Implements IT Operations policies to ensure consistency and efficiency within the team
- Attends meetings with Service Management Department and internal/external partners;
- Responds to customer inquiries/complaints
- Participates in and responds to requests from Internal/External Audit
- 1st-level support/incident escalation of various application jobs
- Processes request of UC4 job executions
- Supports scheduled preventive maintenance activities
China Bank PHData Center Operations Shift Supervisor - CBC Properties & Computer Center, Inc.
Aug. 2009 - Dec. 2016NCR - National Capital Region, Philippines- Implements proper timing of production batch processing by regularly updating the checklist depending on production changes.
- Checks the following for correctness: uploading, processing and validating data files
- Implements preventive measures in the work procedures by recommending additional step to be done before the processing
- Coordinates with other shift supervisors in ensuring the continuity and completion of transitioned work by establishing proper turnover
- Distributes work assignment under shift being supervised, in accordance with the personnel's job descriptions
- Participates as member of the change review committee in change management when production service requests are being created and approved in accordance with the Bank's goals
China Bank PHSenior Computer Operator - CBC Properties & Computer Center, Inc.
Aug. 2007 - Jul. 2009NCR - National Capital Region, Philippines- Performs the duties of a computer operator
- Performs 1st and 2nd-level problem analysis by determining the cause and if possible, the solutions to the problems encountered during the shift
- Ensures that errors and delays in operation are properly escalated to the shift supervisor, EDP operations head and the respective support groups
- Provides assistance to the shift supervisor in ensuring the smooth operation, formulation, enhancement and implementation of existing and new procedures and computer operation automation in the data center
- Monitors compliance of all shift personnel with the standards and procedures for central operations especially in the absence of the shift supervisor
China Bank PHComputer Operator - CBC Properties & Computer Center, Inc.
Nov. 2004 - Jul. 2007NCR - National Capital Region, Philippines- Performs start-up initial program load (IPL) of the mainframe computer hardware and ensures operational function of its peripheral equipment
- Initiates, executes production jobs and assures timely start and completion of production workload
- Performs initial problem identification and recovery based on pre-defined procedures and instructions
- Informs shift supervisors and notifies the respective support groups of irregularity in operations
- Ensures that the daily schedule requests and the standard of quality is met in accordance to the standard operating procedures
- Resolves and logs errors and problems encountered in daily operations
- Coordinates with other computer operators to ensure completeness and continuity of work in progress during shift turnovers
China Bank PHData Controller - CBC Properties & Computer Center, Inc.
Dec. 2003 - Oct. 2004NCR - National Capital Region, Philippines- Checks the completeness of reports per packet thru pre-printed checklist
- Prepares and updates daily checklist
- Splices reports by branch and distributes into their respective pigeon holes
- Checks messenger logs before releasing printouts for branches thru motorized messengers
- Validates payroll files using PC-based validation program before uploading to host computer
- Uploads and checks PCHC provincial files
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