SUBSIDIARY ABS-CBN Corporation
POSITION DIGITAL APPLICATION SUPPORT SPECIALIST
WORK LOCATION National Capital Region
DATE POSTED February 04, 2021

BUSINESS SUMMARY

ABS-CBN Corporation is the Philippines' leading information and entertainment multimedia conglomerate. The Company is primarily involved in television and radio broadcasting, as well as in the production of television and radio programming for domestic and international audiences and other related businesses. ABS-CBN produces a wide variety of engaging, world-class entertainment programs that are aired on free-to-air television.

The Company is also one of the leading radio broadcasters, operating eighteen radio stations throughout the key cities of the Philippines. ABS-CBN provides news and entertainment programming for nine channels on cable TV and operates the country's largest cable TV service provider. The Company also owns the leading-cinema and music production and distribution outfits in the country. It brings its content to worldwide audiences via cable, satellite, online and mobile.

The Company has interests in content development and production, cable and satellite television services, merchandising and licensing, mobile and online multimedia services, glossy magazine publishing, video and audio post production, and overseas services, all of which complement and enhance ABS-CBN's strength in content production and distribution.

RESPONSIBILITIES

    The Digital Application Support Specialist provides clear communication and rapid response for every business-impacting, service-related event.

    The position religiously checks for system metrics and validates them against standard limits or thresholds. He or she applies an appropriate response depending on the significance of the event and the type of trigger (incident, change, etc.). For incident management and problem management, he or she assigns the right classification levels based on policies and standards.
    The Digital Application Specialist is also responsible for following documented procedures and scheduled tasks that underpin services provided by Digital Consumer Technology Team
    • Functional system validation
    • Incident conference call facilitation and issue documentation
    Moreover, the position communicates timely and accurately to appropriate channels during, before and, after incidents using standard templates and guides. He or she releases advisories and triggers escalations as necessary for the rapid restoration and resolution of the issues.

    MAJOR DUTIES AND RESPONSIBILITES

    • Ensures that each of the parameters and its corresponding standard is up to date.
    • Monitors and keeps attention on the performance of each assigned metric by verifying its actual status relative to the set thresholds. Apart from tracking the exact measure, the Digital Application specialist observes trend patterns for proactive responses.
    • Performs functionality tests for critical business applications and services.
    • Records and classifies service-related events or as required by the standard operating procedures.
    • Correctly identifies events as either incident, problem, or change and triggers the appropriate process to manage them.
    • Classifies incidents following defined standards based on the level of severity and urgency.
    • Uses the right communication channels or media to notify, advise, or escalate to the appropriate individuals or groups for speedy restoration and resolution of incidents.
    • Provides active logging of activities that occur on conference calls during significant Service Incidents.
    • Engages requested support resources from additional teams following documented procedures during conference calls for significant Service Incidents.
    • Documents and maintains common symptoms, incident recovery steps, and standard application activities in the knowledge base.
    • Partakes in Digital Application Operations-related projects on process improvement, problem resolution, or risk mitigation. 
    MBOs/KPIs (pls include Metrics)
    • % of Incidents Restored within operations targets depending on severity
    • % of incidents Responded do within operational targets depending on severity
    • % Services within Availability Targets (High Availability, Medium Availability)

REQUIREMENTS

    • Bachelor’s degree in computer science, engineering, information systems, or similar technical field.
    • At least two (2) years of IT or technology-related experience
    • At least one (1) year experience as a tier-1 specialist in a technology or network operations center
    • Experience in an application testing and or application support environment is a plus
    • Experience with event management tools is preferred but not required
    • Experience in creating technical support documentation a plus
    • Able to deal effectively, think, act decisively based on available information, and maintain a correct level of urgency while in the heat of the situation
    • Must have a strong customer service orientation
    • Must possess excellent oral and written communication skills
    • Must be willing to work on a shifting schedule

Preference will be given to candidates who APPLY ONLINE.