Supervisor, Enterprise Integration - Middleware (TIBCO)

Section 1:  Identifying Information

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:

• Evaluate if request is properly assigned to group.  Inform requester if inappropriately assigned.
• Determine task requirement / review existing runbooks/procedures. Assess if tasks need further research or vendor support. Complete all tasks escalated by lower levels and engage vendors if necessary.
• Review the emails/ related documentation for the request and provide guidance to the team.
• 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 final escalation point of the team for all technical issues.

End Results:

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

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:

• Identify the potential problem that need resolution and act immediately by engaging the appropriate team members.
• Distribute and assign incidents as needed. Drive movement of queue across the team.
• Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with vendors or other teams if necessary. Reassign to appropriate group once validated and update incident journal.
• Review proposed resolution by team members. Provide guidance to junior resources.
• Monitor if the team follows established processes when troubleshooting or resolving issues.
• Drive the associates to take ownership of each ticket and update incident journal with findings from troubleshooting.
• Ensure that the team will implement the identified break/fix procedure based on established SLA.
• Collaborates with Internal and External teams as necessary.
• Check if tickets are closed in time and if the team is meeting the required SLAs.
• Act as go to person to all team members.

End Results:

• Medium to Complex Service Resolution.

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:

• 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. Raise internal changes (low risk to high risk changes).
• Provide steps for internal team changes.
• Perform risk analysis for medium to complex changes.
• Validate or provide estimate to ensure that implementation window given is enough to complete the task.
• Estimate the effort (hours) and resources (headcount) required for moderately complex changes.
• Validate and familiarize with the backout steps and ensure that the RFC is filled out completely.
• Secure, gather, and follow up, if necessary, to obtain approval and implement the change.
• 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 all team members.

End Results:

• Complex Change Success Rate

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:

• Able to identify, investigate, document and eventually remove underlying causes to eliminate future incidents.
• Check details of assigned root cause and preventive measure. Assess and validate requirement needed.
• Validate steps and ensure comfortability with the steps as indicated in the implementation plan.
• Collaborates with internal and external teams as necessary.
• Able to attain the OLA and RCA SLA in timely manner.
• Communicate properly all the details of the PBI during the SIR review for reactive PBIs.
• For proactive PBI, drive the implementation of the identified break/fix procedure. Inform the incident stakeholder; document the steps taken to resolve in the incident journal.
• Provide required information to management team during SIR review.
• Attend all Significant Incident Review (SIR) meetings whenever the team has an outstanding PBI and represent the team during the discussion.

End Results:

• Medium to Complex Change Success Rate

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:

• Create/update procedures on low to medium complexity routine tasks related to request fulfillment or minor changes. Submit requests to create the necessary Service Catalogs in IM-Serve for repetitive requests.
• Create/update related documentation on incident management in the team’s OneNote.
• Capture details of potentially recurring incidents and eliminate them.
• Conduct periodic incident/alert trend analysis.
• Raise request/change to implement resolution or endorse to appropriate support / applications group for resolution.
• Mobilize junior resources to help in further improving the services and processes of the team.
• Drive and own server performance tuning initiatives.
• Provide tuning support to application teams.
• Identify opportunities for automation and discuss with more senior members/global team.
• Own majority of the automation initiatives of the team.
• Participate in the review of KPIs. Work with Supervisor/Manager to mitigate service gaps to meet KPI numbers.

End Results:

• High quantity and quality of implemented service improvements.

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.
• Design and implement monitoring solutions by coordinating with IOC Monitoring team.
• Cascade monitoring changes to the team and help them understand the alerts or incidents generated.
• Evaluate recurring alerts and incidents and come up with proposed solutions to reduce and eliminate them.
• Come up with standard operating procedures for common alerts and events.
• Perform regular systems health checks and reports.
• Validate alerts and business impact. Communicate with concerned teams and IOC regarding the business impact of such alerts.
• 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: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:

• Ability to influence the team in identifying, investigating and applying 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.
• Drives the team to resolve technical issues and analyze/develop solutions for application issues 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.
• Attend regular meetings with customers, stakeholders, and development teams to tackle all code related issues and enhancement requests.

End Results:

• Fully-working module or application with minimal defects.

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:

• Ensure that the team is accurately and timely clocking their worked hours in Kronos, SAP CATS and PlanPort.
• Create and manage the shift schedule of the team. Ensure that there will be coverage 24x7 for the team.
• Ensure that Kronos schedule of the team is updated and that their times are approved.
• Conduct regular engagements with the HRBP, Manager, and Director of the team for anything related to the welfare and behavior of the team.
• Ensure that each team member is always following the company’s code of conduct and report any actions that are subject for investigation to HR and upper management.
• Manage the team to comply with company policies and complete all mandatory training before the set deadlines.
• Responds to communications from the Manager or Director in a timely manner.
• Accepts tasks as distributed by the Manager or Director.
• Creates reports when requested.
• May be asked to provide secondary or tertiary support during weekends/holidays.
• Readiness to provide support to the team in case of lack of resources or heavy workload.
• Acts as backup of the Manager during his/her absence.
• Distributes tasks accordingly to each team member. Manages expectation on schedule with business / stakeholders.
• Provide periodic reports (capacity report, etc.). Review reports and provide assessment as basis for next action, recommendation.
• Take ownership of medium complexity reporting requirements.
• Lead Weekly Team Meeting. Track/action/follow up pending items assigned to team members.
• Provide Weekly accomplishment summary on assigned discipline.

End Results:

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

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.
• Provides technical guidance to all team members during calls and timely updates to the Manager and Director.
• Ensure that incident SLA is being followed and incident is resolved in time.

End Results:

• Participate in the resolution of incidents.

Major Responsibility:Training

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

Supporting Actions:

• Drives the creation and design of training materials for the team by assigning respective team members to work on specific training materials.
• Conducts training sessions to all team members when necessary and new hires.
• Assess participants and gives them feedback and advice to improve further.
• Initiate the creation of standard operating procedures for the team and conduct regular KT sessions when needed.

End Results:

• Enhance the knowledge and skills of team members

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 all project initiation meetings and provide inputs for the architectural design and documents. Coordinate with other teams for new projects or server build requests. Delegate to Senior resources the tasks of gathering and providing all requirements and deliverables during the initiation phase.
• Lead the team in implementing and installing new services, websites, and applications. Ensure that the team configures servers and follows all server build guidelines for monitoring, automated backups, and automated patching. Conduct Operational Readiness Test for newly-introduced services and servers.
• Provide and review 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

Major Responsibility:Interviewing

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

Supporting Actions:

• Lead the panel interview for candidate associates.
• Provide feedback to the Directors after conducting technical and behavioral interviews based on Hire Great principles for future team members.

End Results:

• Assess the candidates and provide meaningful feedback to the Manager/Director.

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:

• Conduct regular one-on-one sessions with each team member to ensure that they are improving their performance.
• Provide constant feedback to each team member to help them further improve.
• Regularly conduct team meetings to discuss all concerns and issues encountered by the team as a whole to get their insight for current issues or projects.

End Results:

• Improved performance of all team members.

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

• 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: 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

• 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: 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

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

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

• 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: 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

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

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

• 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

      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

• 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: 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

• 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: 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

• 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: 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

• 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: 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

• 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: 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

• 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: 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

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

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

• 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: 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

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

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

• On-call
  • May be called and invited to bridge calls during weekends or holidays when there are high priority or critical issues.

• Possible weekend schedule
  • May be required to work at the office during weekends or holidays when there are important releases, maintenance, or any other activity.

• Shifting schedule required
  • Should be flexible enough to adapt to rotating shifts when necessary and attend meetings or other activities outside the day shift schedule in the Philippines.