Platform Support Coordinator

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  • Salary:
    Competitive
  • Location:
    Manila
  • Region:
    Philippines
  • Division:
    Technology
  • Vacancy Type:
    Regular/Permanent
  • Closing Date:
    19 May 2021

About the role:

We are looking for a responsive, collaborative and decisive Platform Coordinator who will help complete life cycle of both Incident and Service Request Management in the English Language and Teaching (ELT) business unit.  You will establish and ensure that standardized methods and procedures are used in accordance to the Press' Service Management model and ITIL best practices.

The initial focus is to provide third line technical aid to customer services, internal product teams and external customers including:

  • Review and explore issues for a successful solution
  • Ensure all needed data is at hand on received incidents and assigning it to the application support and/or hosting team to third-party vendors or internal IT department as needed.
  • Execution and contribute to the Incident Management process within PTL.
  • Provide excellent and efficient services to customers. Assist in the admin process and activities across all product - facing platforms in ELT.
  • Provide timely, regular and precise Stakeholder communications for all major incidents on platforms. Ensuring that all incident records are up to date such that accurate reports can be created.
  • Provide assistance and backup service to the Platform Administration Controller.

 About you:

  • You should have experience working with multiple teams globally, offering excellent communication lines and a clear grasp of our purpose.
  • You should have a substantial experience in analytical and problem solving as a subject matter expert and open on a flexible shift schedule as needed. You need to show directing presence in dealing with senior leaders from both Tech and Business specially during platform outages. 
  • You should have high level of accountability and ownership for faster solution of issues with timely and complete status reporting to leadership team.
  • You should have a minimum of 3 years' experience in providing 3rd line technical aid, Excellent English skills (written and verbal).
  • Experience in working with 3rd party suppliers in an IT industry desired. Experienced in ITIL practices is highly recommended.
  • Good technology background and aptitude to quickly get to grips with new and evolving products - having a 3rd line support working knowledge of web based products. Aptitude to understand and use helpdesk system and understanding tools like New relic, AWS and cloud computing.

Why should you consider joining us?

Because you aspire to be part of a reputable global organization and a well-known brand.

Our brand and reputation is a product of close to 500 years of experience developing world-class learning and research solutions, and assessment programs in accord with the highest technical standards.  Today, we have more than 50 offices worldwide and over 6,000 high-performing employees.  Our products and services reach 170 countries and over 15 million customers worldwide.

Because you dream about making a difference and contribute to society.

Here at Cambridge, our purpose is simple – we unlock people's potential with the best learning and research solutions, and provide excellence in education.  Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

Because you aspire to be in an environment that supports you and demands the best of you.

To deliver on our promise to our customers, we know that we have to get it right with our colleagues first – the people responsible for developing our world-class products and services.  We invest heavily in the learning and development of our talent, because we know that it is the foundation to have a culture of innovation.  And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

Because you believe in equality, diversity and inclusivity.

As a global organization, we know that diversity in all its various forms is the key to our success.  We value and respect those differences, because it brings about a wide range perspectives on how we operate as an organization and how we act as a responsible and progressive member of society.   We are an inclusive workplace where opportunities to succeed are made available to those willing to take up the challenge.

Because you value your well-being.

We recognize and take our employees' well-being seriously.   Our ways of working, benefits, policies and programs are orientated towards providing an environment which promote and support wellness.   We believe in being a partner of our colleagues to help them balance both the challenges of work and at home.

 

If the above inspires and excites you, surely you would want to know more.   Visit our company website and social media profiles to learn more about us and how we may be the company that matches your aspirations.

 

Official Company Website

Home | Cambridge University Press

The University's international exams group | Cambridge Assessment

Facebook Accounts

Global - https://www.facebook.com/CambridgeUniversityPress

Manila - https://www.facebook.com/Cambridge.Manila.PH

Instagram Accounts

Global - https://www.instagram.com/cambridgeuniversitypress/

Manila - https://www.instagram.com/cambridge.manila/


 
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Location
Manila
16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229
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Meet the recruiter

Arianne Santos

asantos@cambridge.org

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