Taguig City, Philippines
Job ID: 39564
Description
Job Description
Section 1: Identifying Information
Position Title: | Supv, Enterprise Integration-PHL | Job code: | 152262PHL |
Grade: | 11 | Date Prepared: | November 30, 2019 |
Reports to: | Manager, Enterprise Integration-PHL | Prepared by: | Dennis Carlos |
Department: | Global Information Technology (GIT) | Business line: | Global eCommerce |
Positions reporting to this position | Associate Professional, Enterprise Integration-PHL Professional, Enterprise Integration-PHL Sr. Professional, Enterprise Integration-PHL | Target team size: | ≤ 10 |
Country/City: | Philippines / Taguig City |
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Section 2: Position Summary
This position is responsible for managing a group of Middleware Administrators supporting 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 Supervisory role also involves managing a Web Support team that handles 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 if necessary. This role is for Team Leads or Supervisors who have ten or more years’ experience in managing Middleware, DevOps, Development, or Application Support teams.
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:
End Results:
Percentage:5%
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:
End Results:
Percentage:5%
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:
End Results:
Percentage:5%
Major Responsibility:Problem Management
Knowledge of the tools, processes and existing operating environment to complete a problem analysis. The ability to conduct root cause analysis of an incident. The ability to communicate with stakeholders (internal/external) to provide updates on the RCA and needed escalation, accurately and on a timely manner.
Supporting Actions:
End Results:
Percentage:5%
Major Responsibility:Service Improvement
Improving the effectiveness and efficiency of service design activities and processes. Designing measurement methods and metrics to support the continual improvement of service provision and all supporting processes. Recommending proactive, innovative IT solutions for the improvement of IT design and operation whenever and wherever possible.
Supporting Actions:
End Results:
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:
End Results:
Percentage:5%
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:
End Results:
Percentage:10%
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:
End Results:
Percentage:30%
Major Responsibility:Bridge Call Management
The ability to handle high priority or critical issues in a bridge call.
Supporting Actions:
End Results:
Percentage:5%
Major Responsibility:Training
Sharing of technical knowledge by creating training materials and conducting training sessions for the team.
Supporting Actions:
End Results:
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:
End Results:
Percentage:9%
Major Responsibility:Interviewing
Sharing of technical knowledge by creating training materials and conducting training sessions for the team.
Supporting Actions:
End Results:
Percentage:1%
Major Responsibility:Coaching
A process that aims to improve performance and focuses on the ‘here and now’ rather than on the distant past or future.
Supporting Actions:
End Results:
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 management.
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.
Decide on the best course of action to resolve an impacting incident, if the decision will not cause any further outage or financial burdens to the company.
Decide on the best and fastest approach to quickly accomplish a new or existing project.
Decide on all operational aspects of the team. Consult with the Director in case of doubts.
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.
Risk analysis and decisions regarding difficult technical issues that require expert knowledge of the underlying technologies.
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.
Scheduling of planned changes and maintenance activities.
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. Post-graduate degree is a plus. With at least 3 Years' experience in a Supervisor or Team Lead position.
At least ten years’ experience in application, development, or server administration coupled with expert 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 ten 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.
Expert knowledge in both Windows and UNIX/Linux Server Administration.
Expert knowledge about DNS, DHCP, Networking, VMware, Storage, and Active Directory.
Expert knowledge in Docker, Nginx, Jenkins, Subversion, SQL/Oracle Database Administration.
Expert knowledge in PowerShell, DOS, and Linux Shell Scripting.
Advanced Server Log Analysis skills.
Expert knowledge in using tools such as ServiceNow, AppDynamics and SolarWinds.
Microsoft Log Parser and SQL Scripting.
Advanced knowledge in Server Performance Tuning and Analysis.
Akamai Configuration and Management.
Kentico CMS Administration.
Advanced knowledge in using and managing Splunk.
Section 7: IM Competencies
COLLABORATION AND INFLUENCE: Interpersonal Savvy
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
Required Proficiency Level: TALENTED
Delivers messages in a clear, concise, and compelling manner.
Actively listens and checks for understanding.
Articulates messages in a way that is broadly understandable.
Adjusts communication content and style to meet the needs of diverse stakeholders.
Models and encourages the expression of diverse ideas and opinions.
COLLABORATION AND INFLUENCE: Collaborates
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
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
Required Proficiency Level: TALENTED
Often convinces others.
Able to use tact when persuading.
Eager to present new ideas to authority.
Inventive.
Customizes presentations.
Often meets objections successfully.
RESULTS ORIENTED: Drives Results
Required Proficiency Level: TALENTED
Sets aggressive goals and has highest standards.
Is consistently one of the top performers.
Pursues everything with energy and drive, the need to finish.
Persists in the face of challenges and setbacks.
Always keeps the end in sight, puts in extra effort to meet deadlines.
RESULTS ORIENTED: Ensures Accountability
Required Proficiency Level: TALENTED
Assumes responsibility for the outcomes of others.
Promotes a sense of urgency and establishes and enforces individual accountability in the team.
Works with people to establish explicit performance standards.
Is completely on top of what is going on and knows where things stand.
Provides balanced feedback at the most critical times.
RESULTS ORIENTED: Action Oriented
Required Proficiency Level: TALENTED
Quickly and decisively takes action in fast-changing unpredictable situation.
Shows a tremendous amount of initiative in tough situations, is exceptional at spotting and seizing opportunities.
TEAM LEADERSHIP: Drives Engagement
Required Proficiency Level: SKILLED
Average energy in speaking.
Usually sets positive example.
Some coaching/counseling skills.
May use goals to motivate.
Accepted by others.
TEAM LEADERSHIP: Builds Effective Teams
Required Proficiency Level: SKILLED
Forms team with appropriate and diverse mix of styles, perspectives and experience.
Establishes common objectives and shared mindset.
Creates a feeling of belonging and strong team morale.
Shares wins and rewards team efforts.
Fosters open dialogue and collaboration among the team.
TEAM LEADERSHIP: Develops Talent
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
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
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
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
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
Required Proficiency Level: TALENTED
Uses benchmarking and reviews best practices to set and meet quality improvement targets.
Improves efficiency and effectiveness resulting in high quality performance in self and in the organization
Manages timeframes and deadlines.
Displays resiliency and takes proactive measures to make improvements.
Ensures the delivery of high-quality results.
CHANGE AGENT: Being Resilient
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
Required Proficiency Level: TALENTED
Comfortable with lack of structure.
Postpones decisions appropriately.
Accepts delay philosophically.
Gets information before speaking.
Comfortable with ambiguity.
CHANGE AGENT: Self Development and Nimble Learning
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
Required Proficiency Level: TALENTED
Picks up on the need to change personal, interpersonal, and leadership behavior quickly.
Observes situational and group dynamics and selects that best fit approach.
Seamlessly adapts style to fit the specific needs of others.
CUSTOMER MINDSET TOP OF MIND: Customer Focus
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
Required Proficiency Level: SKILLED
Knows the business and how organizations make money.
Keeps up with the current and possible future policies, practices, and trends in the organization, with the competition and in the market place.
Uses knowledge of business and how strategies and tactics play out in the market to guide actions.
CUSTOMER MINDSET TOP OF MIND: Balances Stakeholders
Required Proficiency Level: SKILLED
Earns respect of others, takes time to build relationships.
Has presence and is able to influence and build support using limited communication style.
Accepts learning and personal development opportunities that arise.
JUDGEMENT AND DECISION MAKING: Manages Complexity
Required Proficiency Level: TALENTED
Readily distinguishes between what's relevant and what's unimportant to make sense of complex situations.
Looks beyond the obvious and does not stop at the first answers.
Analyzes multiple and diverse sources of information to define problems accurately before moving to solutions.
JUDGEMENT AND DECISION MAKING: Decision Quality
Required Proficiency Level: TALENTED
Decisively makes high-quality decisions even when based on incomplete information or in the face of uncertainty.
Actively seeks input from pertinent sources to make timely and well-informed decisions.
Skillfully separates opinions from facts.
Is respected by others for displaying superior judgment.
JUDGEMENT AND DECISION MAKING: Financial Acumen
Required Proficiency Level: BASIC
Has difficulty considering financial implications of decisions.
Draws appropriate conclusions after studying all the facts; understands basic financial concepts and drives for financial impact of major decisions.
Section 8: Other Information
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