7 days old

3632074- P2P Helpdesk Team Lead

Taguig City, National Capital Region
  • Job Code

Your Role and Responsibilities
Role: P2P Helpdesk Team Lead
Employment Type: Regular
Location: Bonifacio Global City, Taguig
Shift: Night, 11pm - 8am

Job Description:
  1. Responsibilities
    Workload Distribution
    Communicate incoming work and priorities to Practitioners
    Issue Management
    Understand issues and work with the team
    Review open issues with manager
    Ensure customer issues are addressed or escalated to management
    Upload Customer Issues in Issue Log and manage issues until closure
    Ensure Client SLAs/KMs and Internal SLAs/KMs are met
    Reviews SLA report with manager
    Manage performance/productivity of the team
    Ensures Quality requirements are met by the team
    Review of ILC and TVC of the team
    People Management
    Manage attendance/absences/tardiness
    Coaching of Practitioners based on errors, escalations and QC Reports
    Manages SLA performance, measurement and reporting
    People Management of reports Training, Skills development, Career
    Plan, etc
    Responsible for ensuring people managed submit Center deliverables
    (ILC, PBC, IDP, BCG, Workplace Security, etc.)

    Process Management
    Responsible for ensuring continued Process Improvement thru QIPs &
    Work with the team on customer requirements for amending current
    processes or creation of new processes that will fall under Core
    process owned
    Review and Approve Process Documentation

Required Professional and Technical Expertise

Skills Required:
excellent communication skills
Knowledge of IBM People Management Tools and Processes
Excellent Analytical Skills
Ability to make timely critical decisions
Proficient skills in collaboration with other teams for smooth end to end process delivery
knowledge and understanding of F&A processes
Sound business judgement
Ability to weigh up business risks, financial constraints, people needs, HR policy, and resolve issues appropriately whilst protecting IBM interests

Preferred Professional and Technical Expertise

About Business Unit

Your Life @ IBM

About IBM

Location Statement

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


  • Computers Software and Hardware
Posted: 2019-07-10 Expires: 2019-08-09

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3632074- P2P Helpdesk Team Lead

Taguig City, National Capital Region

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