Major Incident Specialist (Intermediate) / SWAT Manager @ OpenText Philippines Inc.

Resume created on DoYouBuzz

Experiences

- INCIDENT MANAGEMENT RESPONSIBILITIES -
Point of contact for all Major Incident calls.
Adhere to the Responsibilities detailed in the Incident Process
Communicate appropriate updates during Major Incidents to Support teams.
Publish a notification to OpenText Websites relating to a Major Incident
Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline
Notify Service Desk and Front End Users for Planned Maintenance and Certificate Updates
Handles Customer escalations for Major Incident Outages
- PROJECT MANAGEMENT RESPONSIBILITIES -
Process Improvement
Accountable for the process efficiency and effectiveness for Projects assigned
Collaborating with other departments and teams to complete projects assigned
Customer Migration Projects
Updating self-help documents so customers/employees can try to fix problems themselves
- SUBJECT MATTER EXPERT -
Point of contact of teammates for Trading Grid Messaging Services issues
OpsAdmin duties
Worked with Tier 2 and Incident Management if the problem is more serious
Communications and Connectivity Issues

Company Description

Formerly known as GXS Philippines Inc.

Alejandro P. Bautista