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The ITOC Analyst provides tier one and tier two technical support for the operation of the ITOC Global Command Center in Manila, Philippines, in accordance with established goals and procedures. The Senior Analyst will complete activities associated with providing the 24/7/365 operations required to maintain Verifone’s global payment gateways and IT services by identifying, analyzing, and prioritizing events and incidents and completing service requests and BAU tasks.
Hours of Work: As part of a 24/7/365 operation, this is an Office-based shift role. Shift patterns are based on 11-hour shifts alternating between morning and night shifts.
Essential Duties And Responsibilities
Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.
Actively monitor performance dashboards and event queues.
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift handover.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives.
Maintain technical knowledge regarding existing and newly released VeriFone services.
Duties Common to Analyst
Receives, investigates, and resolves or escalates events and incidents.
Effectively communicate incident status to the Shift Leader and ITOC Manager.
Configuration of monitoring tools.
Actively support company programs and ensure adherence to company rules and procedures.
Level Differentiators
Evaluate events and incidents and assess initial impact and urgency.
Ability to interface with stakeholders and technical resource personnel professionally.
Ability to analyze and resolve moderately complex technical problems.
Prioritizes and manages Service request backlog.
Hours of Work: As part of a 24/7/365 operation, this is an Office-based shift role. Shift patterns are based on 11-hour shifts alternating between morning and night shifts.
Essential Duties And Responsibilities
Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.
Actively monitor performance dashboards and event queues.
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift handover.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives.
Maintain technical knowledge regarding existing and newly released VeriFone services.
Duties Common to Analyst
Receives, investigates, and resolves or escalates events and incidents.
Effectively communicate incident status to the Shift Leader and ITOC Manager.
Configuration of monitoring tools.
Actively support company programs and ensure adherence to company rules and procedures.
Level Differentiators
Evaluate events and incidents and assess initial impact and urgency.
Ability to interface with stakeholders and technical resource personnel professionally.
Ability to analyze and resolve moderately complex technical problems.
Prioritizes and manages Service request backlog.
The ITOC Analyst provides tier one and tier two technical support for the operation of the ITOC Global Command Center in Manila, Philippines, in accordance with established goals and procedures. The Senior Analyst will complete activities associated with providing the 24/7/365 operations required to maintain Verifone’s global payment gateways and IT services by identifying, analyzing, and prioritizing events and incidents and completing service requests and BAU tasks.
Hours of Work: As part of a 24/7/365 operation, this is an Office-based shift role. Shift patterns are based on 11-hour shifts alternating between morning and night shifts.
Essential Duties And Responsibilities
Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.
Actively monitor performance dashboards and event queues.
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift handover.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives.
Maintain technical knowledge regarding existing and newly released VeriFone services.
Duties Common to Analyst
Receives, investigates, and resolves or escalates events and incidents.
Effectively communicate incident status to the Shift Leader and ITOC Manager.
Configuration of monitoring tools.
Actively support company programs and ensure adherence to company rules and procedures.
Level Differentiators
Evaluate events and incidents and assess initial impact and urgency.
Ability to interface with stakeholders and technical resource personnel professionally.
Ability to analyze and resolve moderately complex technical problems.
Prioritizes and manages Service request backlog.
Hours of Work: As part of a 24/7/365 operation, this is an Office-based shift role. Shift patterns are based on 11-hour shifts alternating between morning and night shifts.
Essential Duties And Responsibilities
Completes activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs.
Actively monitor performance dashboards and event queues.
Ensures events and requests are assessed correctly and that appropriate escalation takes place.
Recommends strategies and or enhancements to increase employee productivity.
Contribute to effective shift handover.
Prioritizes and manages Service request backlog.
Support compliance with corporate direction and team objectives.
Maintain technical knowledge regarding existing and newly released VeriFone services.
Duties Common to Analyst
Receives, investigates, and resolves or escalates events and incidents.
Effectively communicate incident status to the Shift Leader and ITOC Manager.
Configuration of monitoring tools.
Actively support company programs and ensure adherence to company rules and procedures.
Level Differentiators
Evaluate events and incidents and assess initial impact and urgency.
Ability to interface with stakeholders and technical resource personnel professionally.
Ability to analyze and resolve moderately complex technical problems.
Prioritizes and manages Service request backlog.