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eCommerce Administrator (Professional)

Taguig City, Philippines
Job ID: 36850

Description

 

 

Job Description

 

 

Professional, Enterprise Integration (eCommerce Administrator)

 

Section 2:  Position Summary

 

This position is responsible for administration and support of various software platforms like Microsoft .Net, Oracle Endeca, SQL Server, SMTP Servers, JBoss Enterprise Application Platform, Docker, IBM WebSphere Application Server, Microsoft IIS, Apache Web Server, Nginx, LDAP, Siteminder Policy Server, Subversion, TIBCO, and Seeburger running on either Windows or Linux platforms. This role also involves providing support to web technologies such as .NET Framework 3.5 or higher, MVC, ASP.Net, C#, CSS, XML, JavaScript, SQL, RDBMS, Visual Studio, TFS, and FTP.  This person is responsible for ensuring highest levels of reliability, uptime, consistency and performance of the e-Business platforms to support business strategy, vision, and goals. 

 

This position is based in Taguig City, Philippines and requires the associate to be onsite during core business hours and to be accessible during weekend and off-business hours. This role is for Intermediate System Administrators, DevOps, Developers, or Application Support Engineers with four to six years’ experience in this field.

 

 

Section 3:  Responsibilities, Supporting Actions & End-Results

 

Major Responsibility:Service Request Management (REQ)

Knowledge of the tools and processes to complete a service request. The ability to identify requirements and deliver the task. The ability to communicate with stakeholders (internal/external) to provide updates on the service requests and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Evaluate if request is properly assigned to group.  Inform requester if inappropriately assigned.
  • Determine task requirement / review existing runbooks/procedures. Assess if tasks need a senior resource to fulfill. Endorse to senior resource as needed.
  • Review the emails/ related documentation for the request.
  • Accept the request.
  • Check for completeness of information provided. Request additional information from requester as needed.
  • Deliver the task based on the specific functional requirement/s. Implement using standard procedures/runbooks.
  • Secure confirmation from the requestor. Send any relevant details needed to confirm completion.
  • Act as go to person to lower levels.

 

 

End Results:

  • Close Medium to Complex Service Request.
  • Analyze, Own, Fulfill and Close the Service Request within SLA and Quality expected.

 

Percentage:20%

 

 

Major Responsibility:Incident Management

Knowledge of the tools, processes and existing operating environment to identify problems to be solved. The ability to evaluate the problem and identify potential solutions. The ability to assign incidents following determination of available skillset for the scope required. The ability to initiate and accomplish identified solution to the problem. The ability to communicate with stakeholders (internal/external) to provide updates on the incident and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Evaluate severity level of the incident.
  • Identify the potential problem that need resolution.
  • Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with senior resources as needed. Reassign to appropriate group once validated and update incident journal.
  • Review proposed resolution by lower levels.
  • Perform troubleshooting based on standard procedures and runbooks.
  • Take ownership of the ticket and update incident journal with findings from troubleshooting.
  • Implement the identified break/fix procedure. Inform the incident stakeholder. Document the steps taken to resolve in the incident journal.
  • Ensure resolution is provided within SLA.
  • Collaborates with Internal and External teams as necessary.
  • Secure confirmation and close the ticket.
  • Act as go to person to lower levels.

 

 

End Results:

  • Medium to Complex Service Resolution.

 

Percentage:25%

 

 

Major Responsibility:Change Management

Knowledge of the tools, processes and existing operating environment to complete a change request. The ability to conduct risk analysis and assess change readiness. The ability to apply change management process in building strategy to support adoption of the changes required. The ability to communicate with stakeholders (internal/external) to provide updates on the change requests and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Check details of assigned change/task. Assess and validate requirement.
  • Review related emails/documentations for the tasks/change. Review and approve design/solution.
  • Validate steps and ensure comfortability with the steps as indicated in the implementation plan.
  • Provide effort estimates.
  • Collaborates with internal and external teams as necessary.
  • Accept the task/change and confirm with stakeholders.
  • Secure/ gather/ follow up, if necessary, the necessary approval to implement the change.
  • RFC review for lower levels.
  • Implement the tasks as indicated in the technical implementation plan.
  • Update task/change status based on the result of implementation.
  • Securing confirmation from the requestor/ Sending of details of completed tasks.
  • Act as go to person to lower levels.

 

End Results:

  • Medium to Complex Change Success Rate.

 

Percentage:10%

 

 

Major Responsibility:Event/Alert Management

Knowledge of the tools, processes and existing operating environment to manage events and alerts. The ability to monitor all events that occur through the IT infrastructure.

 

Supporting Actions:

  • Operate tools and dashboard to monitor overall systems health.
  • Perform regular systems health checks and reports.
  • Validate alerts and business impact.
  • Triage to determine ownership.
  • Create and assign the ticket after determining the validity and ownership of the event/alert.
  • Design tools and dashboards to monitor overall systems health.

 

End Results:

  • Event/Alert to Incident Prevention

 

Percentage:10%

 

 

Major Responsibility:Coding and Debugging

Knowledgeable in the process of detecting and removing of existing and potential errors in the code that can cause business transaction failure and unexpected result. And ability to apply necessary fix/solution either by temporary or permanent fix by performing mapping update or configuration the current tools used.

 

Supporting Actions:

  • Ability to identify, investigate and apply necessary solution to current problems and any potential issues.
  • Able to communicate with the customer and stakeholders the fixes and logic that will apply to the existing business requirements.
  • Creates solution to address particular business/system requirements/tickets.
  • Can identify the technical implication of any solution on the other modules/functionalities.
  • Resolves technical issues and analyzes or develops solutions for application programs outside primary application knowledge.
  • Escalates issues or gaps in the design.
  • Can coordinate with other teams that are needed for the requirement/tickets.
  • Can investigate and determine the root cause of an issue.

 

End Results:

  • Fully-working module or application with minimal defects.

 

Percentage:15%

 

 

 

Major Responsibility:Administrative Tasks

Knowledge of the tools, processes and existing operating environment in ensuring continuous effort on requests, incidents, changes and critical alerts. The ability to manage handover details to ensure continuous monitoring and resourcing.

 

Supporting Actions:

  • Accurate and timely clocking of worked hours in Kronos, SAP CATS and Plan Port.
  • Compliance to company policies and timely completion of mandatory training.
  • Responds to communications in a timely manner.
  • Accepts tasks as distributed by the team lead.
  • Creates reports when requested.
  • May be asked to provide secondary or tertiary support during weekends/holidays.
  • Readiness to provide support to the team lead and primary support associate to address the overflow.

 

End Results:

  • Adherence to all company policies.
  • Simple decision-making regarding other team members’ schedules and tasks.

 

Percentage:5%

 

 

 

Major Responsibility:Bridge Call Management

The ability to handle high priority or critical issues in a bridge call.

 

Supporting Actions:

  • Attends to calls during shift or if on-call.
  • Facilitates high priority calls and decides on resolution.

 

End Results:

  • Participate in the resolution of incidents.

 

Percentage:5%

 

 

Major Responsibility:Training

Sharing of technical knowledge by creating training materials and conducting training sessions for the team.

 

Supporting Actions:

  • Creates training materials.
  • Conducts Training for lower levels.
  • Assess participants.

 

End Results:

  • Enhance the knowledge and skills of team members

 

Percentage:5%

 

 

Major Responsibility:Projects and Build Tasks

The ability to handle new projects and build requests. Coordinate with other teams and project manager for new projects and assist the senior resources in completing those projects.

 

Supporting Actions:

  • Attend project initiation meetings and provide inputs and feedback to the presented architectural design. Coordinate with other teams for new projects or server build requests. Gather all requirements and deliverables during the initiation phase.
  • Implement and install new services, websites, and applications. Configure servers and follow all server build guidelines for monitoring, automated backups, and automated patching. Conduct Operational Readiness Test for newly-introduced services and servers.
  • Provide documents for new environments or handover documents for the support teams. Conduct training sessions for the support teams for the new functionalities or features introduced.

 

End Results:

  • Completion of business-critical projects and requests

 

Percentage:5%

 

 

Section 4:  Decision Making Authority Level

 

Decisions free to make:

      Firefighting production issues raised via incidents.

      Fulfillment of Service Requests raised by users or other support groups with or with less supervision from Senior associates.

      Propose functional solution or design changes for production issues or small enhancements subject for review of the product owner and with the help of the more senior associates.

 

Explain the decisions that depend on position’s advice:

      As a functional resource, the person can provide feasible and sound solutions with respect to the overall design and business flow. The person should be able to correctly assess the business and functional impact of the reported issue/incident as well as the proposed solution/fix.

 

Example decisions that depend on position’s advice:

      Build proposal on functional solution designs for bug fixes or small enhancements.

      Job recovery steps due to planned or unplanned system downtimes.

 

Section 5:  Scope/Dimensions

 

      Collaborates with Web and B2B teams located in the US and India.

      Part of the local team of around 26+ headcount and part of an IT organization of around 300+ headcount.

      Ensures that requests, incidents, RFCs, and problem tickets are handled with urgency and completed in compliance with published SLAs.

 

 

Section 6:  Job Qualifications and Educational Requirement

 

      Graduate of any IT Related 4- or 5-year course.

      At least four years experience in application, development, or server administration coupled with intermediate knowledge about Microsoft .Net, Oracle Endeca, SQL Server, SMTP, FTP, JBoss Enterprise Application Platform, Docker, IBM WebSphere Application Server, Microsoft IIS, Apache Web Server, Nginx, Oracle LDAP, CA Siteminder Policy Server, Subversion, TIBCO Administration & Designer, and Seeburger.

      At least four years’ experience in providing support to web technologies such as .NET Framework 3.5 or higher, MVC, ASP.Net, C#, CSS, XML, JavaScript, SQL, RDBMS, Visual Studio, TFS, and SOAP. Hands on experience in XML structures (XSD, XSLT, and WSDL).

      Excellent with MS Office Suite (Excel, Word, PowerPoint).

      Strong attention to detail is required.

      Strong ability to spot and resolve gray areas, and edge and corner cases is required.

      Strong ability to anticipate implicit business requirements is required.

      Intermediate knowledge in both Windows and UNIX/Linux Server Administration.

      Intermediate knowledge about DNS, DHCP, Networking, VMware, Storage, and Active Directory.

      Intermediate knowledge in Docker, Nginx, Jenkins, Subversion, SQL/Oracle Database Administration.

      Intermediate knowledge in PowerShell, DOS, and Linux Shell Scripting.

      Intermediate Server Log Analysis skills.

      Intermediate knowledge in using tools such as ServiceNow, AppDynamics and SolarWinds.

      Microsoft Log Parser and SQL Scripting.

      Server Performance Tuning and Analysis.

      Akamai Configuration and Management.

      Kentico CMS Administration.

      Splunk Usage and Management.

 

Section 7:  IM Competencies

 

COLLABORATION AND INFLUENCE: Interpersonal Savvy

  • Able to develop rapport with others and recognize their concerns and feelings.
  • Build and maintain long-term associations based on trust.
  • Help others.

 

Required Proficiency Level: TALENTED

      Proactively develops relationships with a wide variety of people.

      Builds immediate rapport, even when facing difficult or tense situations.

      Understands interpersonal and group dynamics and reacts in an effective manner.

      Engages input from others constantly and listens with empathy and concern.

      High recognition of on job conflict.

      Often suggests solutions to conflicts.

      Often aware of sensitive issues.

      Works maturely with difficult people.

 

COLLABORATION AND INFLUENCE: Communicates Effectively

  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Able to clearly present information through the spoken or written word.
  • Read and interpret complex information.
  • Talk with customers or clients.
  • Listen well.

 

Required Proficiency Level: SKILLED

      Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.

      Attentively listens.

      Adjust to fit the audience and the message.

      Provides timely and helpful information to others across the organization.

      Encourages the open expression of diverse ideas and opinions.

 

COLLABORATION AND INFLUENCE: Collaborates

  • Possesses business knowledge or experience that can facilitate understanding of cross-functional requirements to achieve the organization’s objectives.
  • Able to utilize such knowledge to connect the right dots and helps each business unit assume responsibility on a collaborative undertaking.
  • Performs consistently regardless of environment complexity.

 

Required Proficiency Level: TALENTED

      Models collaboration across the organization.

      Facilitates an open dialogue with a variety of contributors and stakeholders.

      Balances own interests with others.

      Promotes high visibility of shared contributions to goals.

      Built, leveraged, and maintained strong, high-impact, relationships with variety of relevant parties (local, global).

      Relationships deeply anchored in stable, long term, mutually beneficial collaboration.

 

COLLABORATION AND INFLUENCE: Builds Networks

  • Able to identify key people to bring about change and understand underlying political dynamics of work.
  • Develop a network of contacts and target specific influential people to reach goals.
  • Be aware of significant contributing factors to manage change.

 

Required Proficiency Level: SKILLED

      Can use common sense.

      Recognizes social networks at work.

      Recognizes politics and avoids mistakes.

      Generally aware of differences in people.

 

COLLABORATION AND INFLUENCE: Persuades

  • Able to convince others in both positive or negative circumstances.
  • Use tact when expressing ideas or opinions.
  • Present new ideas to authority figures.
  • Adapt presentations to suit a particular audience.
  • Responds to objections successfully.

 

Required Proficiency Level: SKILLED

      Sometimes convinces others.

      Recognizes the need for tact.

      Can discuss ideas with authority figures.

      Willing to adapt presentations to audience.

      May respond to objections successfully.

 

RESULTS ORIENTED: Drives Results

  • Consistently achieving results, even under tough circumstances.
  • Has an overall achievement mindset, a bias for action, and eagerness to take initiative.

 

Required Proficiency Level: SKILLED

      Self-directing to get results.

      High level of past achievement.

      Achieves despite difficult personalities.

      High task orientation.

      Willing to sacrifice to get results.

      Has a strong bottom-line orientation.

      Persists in accomplishing the objectives despite obstacles and setbacks.

      Has a track record of exceeding goals successfully.

      Pushes self and helps others achieve results.

 

RESULTS ORIENTED: Ensures Accountability

  • Taking responsibility and owning up to commitment.
  • Being answerable for your actions and the actions of those you lead.
  • Able to take responsibility for actions and outcomes and persist despite obstacles.
  • Be available around the clock in case of emergency.
  • Give long hours to the job.
  • Demonstrates dependability in difficult circumstances and show a sense of urgency about getting results.

 

Required Proficiency Level: SKILLED

      Follows through on commitments and makes sure others do the same.

      Acts with a clear sense of ownership.

      Takes personal responsibility for decisions, actions, and failures.

      Establishes clear responsibilities and processes for monitoring work and measuring results.

      Designs feedback loops in the work.

 

RESULTS ORIENTED: Action Oriented

  • Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

 

Required Proficiency Level: SKILLED

      Self-directing to get results.

      High level of past achievement.

      Achieves despite difficult personalities.

      High task orientation.

      Willing to sacrifice to get results.

 

TEAM LEADERSHIP: Drives Engagement

  • Able to exhibit a can-do approach and inspire associates to excel.
  • Use competition to encourage others.
  • Develop performance standards and confront negative attitudes.
  • Develop a team spirit.

 

Required Proficiency Level: BASIC

      Bland communication style.

      Rarely sets positive example.

      Limited coaching/counseling skills.

      Limited awareness of goals.

      Socially isolated.

 

TEAM LEADERSHIP: Builds Effective Teams

  • Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
  • Able to share due credit with coworkers.
  • Display enthusiasm and promote a friendly group working environment.
  • Work closely with other departments as necessary.
  • Support group decisions and solicit opinions from coworkers.
  • Display team spirit.

 

Required Proficiency Level: BASIC

      Doesn’t create a common mindset or challenge.

      Fails to recognize that morale, recognition, and belongingness are integral ingredients of effective teams.

      Prioritize and rewards individual efforts rather than team achievements.

      Doesn’t shape and distribute assignments in a way that encourages team work.

 

TEAM LEADERSHIP: Develops Talent

  • Developing people to meet both their career goals and the organization's goals.
  • Able to exhibit a can-do approach and inspire associates to excel.
  • Use competition to encourage others.
  • Develop performance standards and confront negative attitudes.
  • Develop a team spirit.

 

Required Proficiency Level: SKILLED

      Places a high priority on developing others.

      Develops others through coaching, feedback, exposure, stretch assignments.

      Aligns employee career development goals with organizational objectives.

      Encourages people to accept development moves.

 

TEAM LEADERSHIP: Instills Trust

  • Able to be tactful, maintain confidences, and foster an ethical work environment.
  • Prevent inappropriate behavior by coworkers.
  • Give proper credit to others.
  • Handle all situations honestly.

 

Required Proficiency Level: SKILLED

      Follows through on commitments.

      Is Seen as direct and truthful.

      Keeps confidences.

      Practices what he/ she preaches.

      Shows consistency between words and actions.

 

STRATEGIC AND GLOBAL MINDSET: Global Perspective Trust

  • Taking a broad view when approaching issues.

 

Required Proficiency Level: SKILLED

      Looks toward the broadest possible view of an issue.

      Thinks and talks in global terms.

      Understands the position of the organization within the global context.

 

STRATEGIC AND GLOBAL MINDSET: Strategic Mindset

  • Ability to synthesize complexity.
  • Makes informed decisions in ambiguous, uncertain situations.
  • Develops strategic alternatives and identifies associated rewards, risks, and actions to lower risks.

 

Required Proficiency Level: SKILLED

      Is able to cope with some complexity and ambiguity.

      Able to analyze strategies but does not yet generate strategies.

 

STRATEGIC AND GLOBAL MINDSET: Cultivates Innovation

  • Creating new and better ways for the organization to be successful.
  • Able to challenge conventional practices.
  • Adapt established methods for new uses.
  • Pursue ongoing system improvement.
  • Play with concepts and ideas to create novel solutions to problems.
  • Evaluate new technology as potential solutions to existing problems.

 

Required Proficiency Level: SKILLED

      Comes up with useful ideas that are new, better, or unique.

      Introduces new ways of looking at problems.

      Can take creative idea and put it into practice.

      Encourages diverse thinking to promote and nurture innovation.

 

STRATEGIC AND GLOBAL MINDSET: Optimizes Work Processes

  • Strives for high quality performance and takes initiative to make improvements and deliver results.

 

Required Proficiency Level: SKILLED

      Sets and meets quality improvement targets.

      Strives for efficient, effective, high quality performance.

      Delivers results by deadlines.

      Responds to difficult situations and takes initiative to make improvements.

      Focuses on quality.

 

CHANGE AGENT: Being Resilient

  • Able to maintain a solution-oriented approach while dealing with interpersonal conflict, hazardous conditions, personal rejection, or time demands.

 

Required Proficiency Level: SKILLED

      Adequate emotional control.

      Shows temper only with provocation.

      Reasonably calm under criticism.

      Some ability to manage conflict.

      Occasionally defensive.

 

CHANGE AGENT: Manages Ambiguity

  • Able to withhold actions or speech in the absence of important information.
  • Deal with unresolved situations, frequent change, delays, or unexpected events.

 

Required Proficiency Level: SKILLED

      Needs structure in some circumstances.

      Sometimes jumps to conclusions.

      Moderately able to tolerate delay.

      Can wait to speak.

      Can deal with ambiguous situations.

 

CHANGE AGENT: Self Development and Nimble Learning

  • Able to stay informed of current industry trends.
  • Learn and apply new concepts and demonstrate career self-reliance.
  • Identify own areas of opportunity and set and monitor self-development goals.

 

Required Proficiency Level: SKILLED

      Generally aware of new trends in field.

      Sometimes learns new concepts.

      Sometimes aware of personal weaknesses.

      Generally sets self-development goals.

 

CHANGE AGENT: Situational Adaptability

  • Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Able to remain open-minded and change opinions on the basis of new information.
  • Perform a wide variety of tasks and change focus quickly as demands change.
  • Manage transitions effectively from task to task.
  • Adapt to varying customer needs.

 

Required Proficiency Level: SKILLED

      Picks up on situational cues and adjusts in the moment.

      Readily adapts personal, interpersonal, and leadership behavior.

      Understands that different situations may call for different approaches.

      Can act differently depending on the circumstances.

 

CUSTOMER MINDSET TOP OF MIND: Customer Focus

  • Building strong customer relationships and delivering customer-centric solutions.
  • Able to demonstrate a high level of service delivery.
  • Do what is necessary to ensure customer satisfaction.
  • Deal with service failures and prioritize customer needs.

 

Required Proficiency Level: SKILLED

      Gains insight into customer needs.

      identifies opportunities that benefit the customer.

      Builds and delivers solutions that meet customer expectations.

      Establishes and maintains effective customer relationships.

 

CUSTOMER MINDSET TOP OF MIND: Business Insight

  • Having feedback and ideas about the true nature of something.
  • Knowledge in the form of perspective, understanding, or deduction.
  • Pays attention to the industry/ department and the drivers of the organization or team.
  • Understanding the agenda, issues, and concerns of the people they work with.

 

Required Proficiency Level: BASIC

      Does not understand how the business work.

      Is not up to date on current and future policies, practices and trends affecting the organization.

      Is unaware of how strategies and tactics work in the marketplace.

      Doesn’t take business drivers into account when planning and executing work.

 

CUSTOMER MINDSET TOP OF MIND: Balances Stakeholders

  • Anticipating and balancing the needs of multiple stakeholders.
  • Able to prepare for emerging customer needs.
  • Manage multiple projects.
  • Determine project urgency in a meaningful and practical way.
  • Use goals to guide actions and create detailed action plans.
  • Organize and schedule people and tasks.

 

Required Proficiency Level: BASIC

      Fails to show respect for others consistently, may be openly judgmental or critical.

      Has difficulty influencing without using power, limited charisma or influence.

      Limited curiosity about new ideas and experiences.

 

JUDGEMENT AND DECISION MAKING: Manages Complexity

  • Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

 

Required Proficiency Level: SKILLED

      Asks the right questions to accurately analyze situations.

      Acquires data from multiple and diverse sources when solving problems.

      Uncovers root causes to difficult problems.

      Evaluates pros and cons, risks and benefits of different solution options.

 

JUDGEMENT AND DECISION MAKING: Decision Quality

  • Making good and timely decisions that keep the organization moving forward.
  • Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues.
  • Able to use reason, even when dealing with emotional topics.
  • Review facts and weigh options.

 

Required Proficiency Level: SKILLED

      Makes sound decisions, even in the absence of complete information.

      Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.

      Considers all relevant factors and uses appropriate decision-making criteria and principles.

      Recognizes when a quick 80% solution will suffice

 

JUDGEMENT AND DECISION MAKING: Financial Acumen

  • Maintains and applies a broad understanding of financial management principals to ensure decisions are fiscally sound and responsible.

 

Required Proficiency Level: THEORY

      A theoretical or classroom-based knowledge of this skill is sufficient for this level.

 

Section 8:  Other Information

Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.                                                                                     

 

  • On-call
    • May be asked to provide secondary or tertiary support during weekends / holidays
    • Readiness to provide support to the team lead and primary support associate to address the overflow

 

  • Regular weekend schedule
    • Will be required to work at the office during weekends/holidays (rotational basis)

 

  • Shifting schedule required
    • Will be required to work on three different shifts to cover 24x7 operation of the team

 

 

 

 

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