Shift Manager

Job Description:

• Accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization.
• Manage teams and ensure accordance with the support and operations policies, protocols, and procedures.
• Oversee the 24x7x365 management of teams and overall performance and reliability of the shift.
• Ensure effective and efficient processes are followed, and that proper escalation protocols are in place and complied by the teams.
• Prepare shift hand over report. Hand over open and ongoing events, incidents, and escalations to the next shift.
• Collaborate and contribute with other managers in improving workflows, documentations, standards, and processes.
• Accountable for the growth of team members and ensuring succession plan is in place.
• Evaluate the skill sets of each group member and give recommendations to the Operations Senior Manager for growth.
• Responsible/Accountable in providing input to training and certifications plan for his direct reports and ensure that the entire group is covered according to business operations need.
• Conduct performance review of team members.
• Contribute to the knowledge and information relevant to Operations.
• Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
• Comply with company policies, guidelines, standards, and procedures.
• Professionally represent Trends management; enriching client relationships and providing expertise, composure, and competence.
• Perform all other duties and tasks as assigned by the Operations Senior Manager.

Qualifications:

• Must be a graduate of any IT related bachelor's degree such as: Computer Studies, Computer Engineering, Information Technology, Electronics Engineering.
• Have at least 5 years working experience in managing a 24x7x365 Security or Network Operations Center.
• Professional to Expert Level Certifications is a plus.
• Trainings and/or certifications on at least 2 of the following domains are required: IT Service Management, IT Infrastructure (Network, Servers, Cloud, etc.), Cybersecurity and/or Information Security.
• Must be willing to work in Makati.