Core Responsibilities

Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.

Business Relationship Management

Professionally represent Trends management; enriching client relationships and providing expertise, composure and competence.

Service Operations Management

Review and approve advisories Report to immediate head-on significant events that happened on the assigned shift and ensure smooth and orderly transition to the incoming team member.

Service Operations Management - Event & Monitoring Management

Assist and guide NOC Analysts in the monitoring of infrastructure events for proper categorization and prioritization. Assist and guide NOC Analysts in the creation and updating of tickets. Provide assistance and appropriate actions in remediation of critical infrastructure incidents. Ensure events and activities are properly coordinated between On-Site Team and NOC teams

Service Operations Management - Incident Management

Act as an Incident Handler for P1 and P2 incidents Escalate to Incident Manager for P1 and P2 incidents For non P1 and non P2 incidents Manages Incidents Manages escalation Communicates with Trends Operations Engineer and provide/communicate update to Client and Trends internal resources (SDM, NOC Manager, Service Operations Head, MICTS Head)

Organizational Development - Team Management

Supervise the operations and ensure it is in accordance with the support and operation policies, protocols and procedures Train and coach new member going on board, specifically on policies and process Responsible for providing task assignments for resource within his team Conduct performance review of his team members

Change Management

Supervise the implementation of changes.

Information Management

Promote and contribute to Service Operations’ information and knowledge repository.