AdresseManage, assess and reports service level performance of the assigned ITIL processes and the related Service Management tools. The role will handle the following processes: Request, Incident & Problem Management.
Design, implement, evaluate and improve the assigned processes - including related procedures/work instructions/guidelines, training materials, supporting tools.
Key accountabilities:
Incident Management
• Participates in incident resolution discussions to facilitate incident determination, recovery and resolution.
• Monitors major incident tickets in the incident ticketing systems to ensure all tickets are acted upon by various resolver teams.
• Escalates critical and unresolved issues to appropriate levels of management.
• Works with IT Team to respond to customer complaints and service level queries
Metric and Reports
• Monitors the performance of T&T service delivery (Request Fulfillment, Incident Management, Problem Management) against service level agreements.
• Prepares regular service performance reports
• Analyzes statistics to identify trensds in performance and report findings to the appropriate teams
• Works with Service Delivery Manager to regularly review SLA for all T&T products and services.
ServiceNow Management
• Acts as the SME for all ServiceNow user facing functions, including ticket creation and management, reporting and dashboards.
• Coordinates with AXA Group Operations for modification requests on the service catalog, business service and SLAs mapped in ServiceNow
• Support the onboarding of new users onto the ServiceNow platform
Continuous Improvement
• Reviews, analyzes and makes recommendations on improvement opportunities.
Your Profile
• Bachelor's degree in any IT-related course
• ITIL Foundational knowledge
• ServiceNow administration experience is a plus
• Strong analytical capability, highly organized and has excellent relationship management skills
• Ability to prioritize effectively
• Strong communication skills
• Excellent attention to detail
• High level of flexibility and responsiveness is required and work beyond standard hours occurs weekly.
• Ability to work in a fast-paced environment with minimal supervision.
About AXA
A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.
About the Entity
Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.
AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.
AXA now offers a complete range of products for all its customers’ insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.
AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.
AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.
The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.
What We Offer
Please visit www.axa.com.ph/careers for more information.
