Job Description

• Assist in requirements analysis and solutions design.
• Assist in project management deliverables (network matrix, implementation plan, etc.)
• Provide configuration, and administration support for one or more of the following platforms: a.) Microsoft 365 b.) AWS c.) JumpCloud d.) CrowdStrike e.) Slack f.) Atlassian g.) Docusign h.) ProofPoint. i.) GlobalSign
• Assist in Knowledge Transfer for the implemented solutions.
• Work with Security Governance Team to ensure compliance with Cybersecurity-related regulations and industry standards.

Minimum Qualifications

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Knowledge in cyber security-related duties such as incident detection and response, and forensics;
• Up to date knowledge of the latest cybersecurity trends
• Knowledge and experience in the following:

Microsoft 365
AWS
JumpCloud
CrowdStrike
Slack
Atlassian
Docusign
ProofPoint
GlobalSign

• Experience in CrowdStrike is an advantage
• With experience in Incident Response
• Willing to work FULLY ONSITE

About You  

Do you have a strong interest in environmental, social, and governance issues?  Do you love working with data, attention to detail, and looking for multiple sources to validate your research? Do you strive for operational excellence and productivity? Are you very reliable and do you meet the high-quality standards of a premium product?  Do you have excellent English writing and communication skills with an analytical mindset coupled with critical thinking?  Furthermore, are you a resourceful problem-solver who can cooperate well with different departments? Are you not satisfied with the status quo and constantly think of ways to improve and develop as an individual? Do you have a willingness to learn new processes and technologies?  Are you a team player with the ability to deliver agreed upon tasks within deadlines?  Are you open to challenge and develop yourself though training and self-study?  Do you drive for results and deliver on agreements, bringing tasks to a successful conclusion? 

If the answer is YES and you love to work as hard as you play - this might be the perfect role for you! 

Your Responsibilities  

As a RepRisk® Junior Business Information Analyst, your focus is the creation and maintenance of RepRisk’s datasets focused on companies and infrastructure projects which are vital inputs to the ESG Research, Products, and Sales departments through the RepRisk® ESG Risk Platform.  Part of your responsibilities would include matching client company records that were not automatically matched to the RepRisk database by our internal tools.  You will also be responsible for the accuracy and maintenance of entities in the RepRisk database by performing scheduled reviews, cleanups, and special projects. The position will also expose you to other special tasks as needed.  The work includes analysis, data management and quality control, as well as encoding and clerical tasks. 

This role will report directly to the Business Information Research Team Leads in the Manila office.  Moreover, you will: 

• Create and maintain RepRisk’s datasets focused on companies, NGOs, infrastructure projects, etc. associated with environmental, social, and corporate governance issues 

• Research, validate and encode relevant data, assuring the quality of entity level information before entering it into the RepRisk database in accordance with RepRisk standards 

• Responsible for the accurate, timely and comprehensive updates of RepRisk’s datasets including structure and relationships (subsidiaries, affiliates, etc.) and associated corporate actions resulting from M&As, spin-offs, reorganizations, and other corporate actions 

• Match client-provided entities with the entities in the RepRisk database 

• Work with the Business Information Research Leads and other Business Information Research Analysts to ensure projects are completed in timely manner   

• Extract entity information using proprietary tools for entity matching 

• Be assigned as “point person” to oversee different projects/tasks and assist other Analysts  

• Perform other ad hoc tasks as needed 

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

What a Technical Solutions Analyst does at Visa:

Commercial and Money Movement Solutions (CMS) Client Services team provides industry-leading implementation and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. As part of the Technical Solutions team, the role provides technical support to financial institutions who utilize CMS product suite to provide Value Added Services and transactional processing services to their corporate clients.

 In this role, you are expected to:

• Provide high value customer service support to clients, ensuring customer expectations are exceeded, and be the voice of the client

• Participate in cross functional customer service delivery initiatives across clients and Visa internal teams

• Coordinate internal resources to accomplish client’s and Visa’s objectives

• Drive problem and communication management for any critical issue affecting a client, or client issue affecting Visa

• Proactively notify clients regarding any widespread or business critical problems with CMS product suite.

• Build and enhance positive working relationships with key clients and internal stakeholders

• Engage Technology Operations and Product organizations to regularly review and identify permanent solutions to frequently encountered operational issues

• Educate and train clients on best practices for CMS product suite

• Represent Client Services from the operational perspective in the execution of difficult and mildly complex customer change requests, system or new operational requirements.

• Negotiate and manage expectations of clients and internal stake holders

• Develop and manage operational initiatives, special projects and client-driven continuous improvement plan

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Client Services Commercial and Money Movement Solutions provides industry-leading and operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Technical Solutions and Product teams bringing the voice of the client into the design, development and successful deployment of Visa products and solutions. The Money Movement Support Analyst will be part of our Client Services team within the Global Contact Center organization. The Analyst will be a subject matter expert across the Commercial and Money Movement Solutions landscape in all regions. This includes B2B payments, cross-border payments, expense management, travel solutions, compliance, and data solution products. The candidate will need to understand all related integration to these commercial products and platforms.

The Analyst is a client-facing, position responsible for providing technical support and solutions to Visa’s commercial FI clients & processors and acts as primary and escalation point of contact when standard procedures have failed to resolve issues. The Analyst also needs to ensure that escalations are proactively and professionally managed to deliver a great client outcome. This includes partnering with Visa Technology teams to resolve complex technology issues and leveraging deep knowledge of the client experience to propose potential enhancements. As such, the Analyst may act as a senior client liaison, carrying the voice of the client to their team, leadership, and internal partners.

The Analyst will have exceptional relationship skills as well as a good understanding of the company's technical products. In this role, it is critical to build a wide stakeholder network and develop cross-functional influence to achieve positive outcomes for clients and represent the voice of the client. The Analyst will partner with global peers to collaborate on processes and solutions and ensure consistent delivery of services across the globe.

Responsibilities

* Provide mentoring and support to team members to ensure a culture of empowerment, accountability and motivation exists within the team

* The Analyst serves as an escalation point (available 24x7) for clients for all day-to-day support of all Commercial and Money Movement Solutions products, services, processing questions and issues and leads internal and external recovery efforts of product and/or processing service interruptions.

* Provide technical and operational support to financial institution, act as the voice of the client to other internal groups, including the Product and Technical teams

* Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs

* Accountable for the resolution of all customer requests within agreed commercial timeframes

* Develop operational relationships with our financial institutions and key stakeholders.

* Identify trends and patterns to quickly address and limit client impact as well as improve client experience in the short and long term

* Manages business relationships with clients and partners to develop solutions and/or create complementary products/services

* Proactively resolve, own and manage stakeholder communication on all business & technical problems

* Lead discussions, representing products and services from both a technical and business perspective.

* Manage technical communications with customer services team

* Partner with platform & product teams to identify enhancements and reduce incidents

* Establish and foster relationships with internal stakeholders at all levels of management. Work to maintain and grow client relationships while ensuring excellent ongoing client service

* Represent the voice of the client to internal stakeholder organizations through accurate business requirements and ongoing advocacy. Ensure team advocates for client needs with internal stakeholder organizations

* Develop cross-functional influence to ensure execution on client needs and resolution of complex technical issues

* Proactively identify and solve complex problems that impact the management, relationship, and direction of the business

* Maintain workflow balance and reduce case resolution times

* Acts as an escalation point for service issues impacting clients. Effectively manage escalations ensuring the optimal balanced outcome for both clients and Visa

* Proactively identify operational opportunities and implement recommendations

* Develop and implement strategic plans, operational initiatives, and projects for continuous improvement

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:    

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.

Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.

Key Responsibilities and Outputs:

• Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
• Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
• Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
• Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
• Become a Subject Matter Expert on all Turnitin Assessment Products and services
• Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Share your knowledge across the team through informal training and team meetings & stand-ups
• Supporting the Quality and Knowledge team with the creation of training modules
• Point of contact for shadowing new Tier 2 team members
• Project work during quieter spells to improve team knowledge and processes
• Prioritize escalated tickets to the Tier 3 team
• Ensure efficient transfer of information between Tier 1 and support leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction

People skills:

• Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
• Recognizing situations that need to be de-escalated or resolved appropriately
• Consistently maintain effective communication with nearshore teams to enhance the customer experience
• Ability to manage multiple priorities and multi-task
• Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
• Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
• Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues

At Umpisa Inc., our mission is to make the Philippines be known globally as a tech hub. 

Umpisa Inc. is a progressive technology services company that partners with select industries, clients and people to work on pioneering and industry-changing solutions via digital transformation, modern software development and venture building.

We create a set of world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills:

• Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation and Diversity
• Strong communication skills
• Strong problem solving and analytical skills
• Excellent problem-solving ability
• Would like to work as part of a self-organizing Scrum team in a scaled agile framework
• Must be a self-starter and loves to collaborate with the team and client

Job Summary

We are looking for a Technical Delivery Manager who will play a crucial role in the successful execution and management of our projects. This individual will be responsible for the meticulous preparation and organization of a variety of key deliverables associated with the assigned PROJECT. These deliverables encompass the foundational elements necessary for project initiation, monitoring, and conclusion:

● Kickoff Deck (When applicable) - This essential presentation serves to align all stakeholders on project objectives, expectations, and timelines.
● Project Management Plan and Schedule - A comprehensive document outlining the strategies, methodologies, and detailed timelines that will guide the project through to completion.
● Warranty Support Contract - This document ensures that all parties understand the terms of support and maintenance following project completion, safeguarding both client and provider interests.
● Project Closure Report - A reflective analysis summarizing project outcomes, key learnings, and overall performance metrics, which is instrumental for future projects.

Responsibilities and Duties

●  Responsible for communications and coordination with key project stakeholders.
●  Assist in prioritization of IT projects as part of the business planning/ demand planning cycle for the Business Units.
●  Align with the CLIENT’s product and project manager(s) on the overall  business outcomes for the modules and delivery timelines
●  Track and report project implementation progress to CLIENT’s project stakeholders per the agreed frequency
●  Manage the project closure ensuring all deliverables are achieved and documented, including relevant lessons learned.
●  Facilitate user access to internal tools as part of dev / test logistics.  Coordination with both business and technical stakeholders, as needed, from project initiation to execution.
● Facilitate Product Release Management activities (Promo to Prod) in coordination with Business Units and CLIENT’s project stakeholders
● Secure stakeholder approvals for promotion from one project stage to another
● Create and update risk registry
● Monitor and manage all project dependencies and ensure scheduled and commitment dates are met

Minimum Requirements:

• Trustworthy, self-motivated, responsive and sharp
• Strong listening, verbal, written and presentation communication skills are essential
• Excellent attention to detail
• Strong communication skills, organization skills, time management skills

Preferred Qualifications

● Software and/or Product Development Lifecycle
● Agile/Scrum Framework knowledge and experience
● Good leadership and managerial skills
● Strong Project Management experience

Job Description:

As a member of the EUS Workstation Vulnerability Remediation team, the Sr. Operation Analyst will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day-to-day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment. This role will extensively support the U.S during business hours. This is a critical role that will work with cross functional teams on improving process, finding automation opportunities, working on exceptions with cybersecurity and other project-based requirements, in addition to the operational body of work.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM

• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.

• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.

• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.

• Improve processes and support methodologies by assessing need and requirements.

• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.

•  Act as the point person for Exception Management/requests

• Willing to cover and support U.S. business timings extensively

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

We are seeking a highly skilled and experienced Support Bar Analyst to oversee first and second line support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for a Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

DUTIES AND RESPONSIBILITIES

Full scope of tasks including but not limited to:

• Act as front-line support for local and/or time zone-based employees.

• Serve as the main point of contact for our customers via email, walk ups, and chat support.

• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.

• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.

• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.

• Collaborate with other teams to identify and resolve technical issues.

• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.

• Identify and escalate issues requiring urgent attention to the appropriate parties.

• Ensure SLAs are met and that our internal users are provided with an exceptional user experience.

• Ensure that all IT assets in the local office are managed and maintained to a high standard.

• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.

• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven work experience in a customer service or Helpdesk role.
• Excellent communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

• Great Place to Work certified for 4 consecutive years
• Competitive compensation and benefits
• Global exposure

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Infrastructure Implementation Services team is responsible for delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Implementation Services does at Visa:

The Infrastructure Implementation Services team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze endpoint / card program setup requirements to implement Visa products and services, facilitate endpoint connectivity / card program installations, conversions and maintenance requests to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:     
 

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

About our culture

First Circle has a strong mission-driven culture. Our team is equally motivated by our social purpose, the intellectual stimulation of solving hard problems, and the commercial potential of our business.

At First Circle, a person’s trajectory is at least as important as their performance. We value youth and diversity because we believe that curiosity and boldness will bring us to the next level. We believe the best team dynamic is the combination of exceptional leaders who are both builders and coaches whose vision is carried out by a team of high-potential, high-growth people whose intellect and ethics enable them to carry responsibility far beyond their years of experience.

We categorize our culture as a “supportive meritocracy”. Supportive as we recognize that team’s output is multiples of the sum of individual parts. Meritocracy because the only thing that matters is the contribution to the customer, company, and community.

About the role

First Circle’s people team is not a typical HR department. Your goal in this role is to create an environment where the best talent in country can thrive alongside international staff. The role will require a person who can innovate and create an exceptional experience for our people whilst delivering the basics exceptionally well. We take HR as seriously as any other business challenge, and the successful candidate will have the potential to grow their responsibilities and impact our mission dramatically from day one.

Additionally, the successful candidate will be responsible for supporting the People team with tasks and initiatives related to:

• Assisting in the development and implementation of HR policies and procedures that provide a positive employee experience while complying with PH labor laws.
• Managing Employee data and our HR Information system to understand our employees better and to ensure we put in the right initiatives that will allow the team to hit People Metrics.
• Ensuring First Circle has a work environment (physical and online) that is conducive to productivity.
• Maximizing employee engagement through team events, perks, and benefits.

Characteristics of a great candidate

You Are:

• Effective + Efficient = Solutions: Produces repeatable and effective solutions without any waste of time, resources, effort, or energy. Is resourceful - always considers Repeatability, Scalability, Efficiency, and Effectivity.
• Agile: Responds swiftly and ably to challenges and changes in situations, directions, and environment.
• High Personal Standards: Personal satisfaction only when the best solutions or outcome is achieved. Delivers only the highest quality - always improving and never below the high watermark. Demands more from themselves and others, raising the bar of everyone they work with.
• Discipline: Organized, Detail-oriented, and Dependable. This means that they are methodical and structured in the way they deliver results, complete objectives as flawlessly as possible, and can be counted on to deliver.
• a Get-Amongst-It Mindset: Independently driven. Has the initiative to complete objectives without the need for their manager to get stuff done.

Why you should apply

• Enjoy high levels of personal growth working with very smart, high-performing people who have excelled at some of the world’s best companies, each of whom possesses high levels of personal integrity and will invest in your development
• Build lifelong relationships as you play a long-term game with long-term people

• Fresh graduate with a Bachelor’s degree. Human Resources, Business Administration, Psychology, or a related field is nice to have, but any graduates are welcome to apply.
• Strong interpersonal and communication skills, with the ability to build relationships at all levels.
• Excellent organizational skills and attention to detail.
• Ability to handle sensitive information with confidentiality and integrity.
• A proactive attitude and willingness to just get things done. We are a modern company without bureaucracy - you will be expected to drive things forward, often without being asked!

• PHP 25-35k per month depending on experience level, plus bonus incentives for strong performance.
• Additional perks & benefits, including HMO coverage from day one, free catered lunches, MacBook Air provided, monthly fitness allowance, transportation & accommodation allowance, and more.
• Hybrid work set-up: 2 days per week in BGC office
• Join a team with a deeply collaborative culture - expect support, feedback and friendship.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
 

What You Will Do:

• Provides desk-side assistance in resolving technology support issues (will support US banks; check scanner issues)

• Performs installations, repairs, upgrades, backups and other maintenance tasks.

• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.

• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.

• Asks probing questions to gather relevant information on routine and complex calls.

• Uses effective listening skills to develop understanding of client questions or issues.

• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.

• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Maintains passwords, data integrity and file system security for the desktop environment.

• Communicates highly technical information to both technical and nontechnical personnel.

• Recommends solutions including new acquisitions and upgrades.

• May participate in development of information technology and infrastructure projects.

• May have expertise in commonly used business applications.

• May handle phone and email assistance as well.

• Other related duties assigned as needed.

What You Will Bring:

• Must have skills/experience: Excellent communication skills and Basic troubleshooting skills

• Nice to have skills/experience: Supporting banks, particularly troubleshooting check scanners

• Must be amenable to work on a Hybrid setup (Twice a week onsite). Office location is at Ecoplaza Bldg, Makati City (near Magallanes MRT Station, EDSA)

• Must be amenable to work on a permanent night shift (Saturday/Sunday off)

• Fresh graduates are welcome to apply

• Also open for College undergraduates and Non-bachelors degree holders but with relevant experience

• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices)

• Knowledge of basic problem resolution and escalation practices

• Ability to provide appropriate level of support and guidance with FIS applications and procedures

• Effective use of listening skills to develop an understanding of client inquiries and problems

• Excellent team player

• Self-motivated to learn new technology and new ways to deliver support

• Shows enthusiasm when providing technical support

• Stays up-to-date with latest technology

• Problem Solving and critical thinking skills

What We Offer:

• A competitive salary and benefits, including HMO on Day 1

• Great workspaces with dedicated and motivated colleagues

• A variety of career development tools, resources & opportunities

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FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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The Payment Operations Command Centre (POCC) team provides global 24x5 operational event and alert management for Visa Payments Limited. The POCC manages events relating to transaction acquisition, transaction processing and network partner processing. The focus is on fast response times and initial triage to mitigate service impacting events as soon as possible.

As a member of the POCC, the Operation Analyst is a subject matter expert within Payment and Service Operations, providing a high level of support to internal teams. They will monitor all aspects of the Visa Payments Limited service providing technical support to assist with the mitigation or elimination of issues which may be impacting the payment ecosystem.

• Monitor all critical events relating to transaction acquisition, transaction processing and network partner processing and resolve or manage the prompt resolution of all incidents.
• Proactively monitor, analyse, and resolve events utilizing a variety of application tools and techniques.
• Take ownership of events and drive them to resolution in a timely manner as dictated by the impact and severity.
• Provide 24 x 7 on-call support as part of a Rota.
• Provide support for mission critical applications and execute procedures to resolve incidents, ensuring that the incident management process is followed, and all communication requirements are met.
• Follow documented support procedures, managing each event through to resolution or escalation to maintain established service levels.
• Correlate critical alerts on monitoring platform with actual system outages.
• Manipulate basic SQL queries and shell scripts to provide impact analysis. Work with the team to improve existing queries and scripts.
• Demonstrate an ability to investigate incidents and provide root because analysis based on application behaviour and log data.
• Interact with second level teams to ensure incidents are closed out and impact is clearly communicated per the process in place.
• Track update and resolve all assigned events in the event management system, ensuring that documentation is thorough, accurate and of a high quality.
• Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
• Identify gaps or improvement opportunities in the end-to-end monitoring of the service and develop/implement plans to remediate.
• Continually assess and refine monitoring thresholds and prioritisation to deliver a more effective monitoring capability.
• Propose and participate in the implementation of process/procedure improvements to better the department and services provided.
• Work with Problem Management to identify and fix the root causes of events.
• Conduct trend analysis to identify focus areas for continual service improvement.
• Maintain technical skills through participation in ongoing training.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

What You Will Do:

• Confirms data transfer requirements by reviewing ticket/project objective, input data, and output requirements with analyst, supervisor, client or vendors

• Arranges data transfer requirements in analyzing requirements; preparing a process and completing documentation adhering to standards

• Accomplishes testing of data transfer configurations as required by ticket/project requirements

• Confirms implementation of production interfaces as required by ticket/project.

• Maintains client confidence and protects operations by keeping information confidential

• Ensures operation of systems by following instructions; troubleshooting malfunctions; making changes to process/documentation as needed for on-call support

• Contributes to national team effort by accomplishing related results as needed

• Experience with high volume batch transmission systems is beneficial.

• Fast learning ability and good team work spirit

• Excellent Analytical and trouble shooting skills

What You Will Bring:

• Must have skills/tools/experience  - File/data transmission of any tool and Server Administration

• Nice to have skills/tools/experience – MoveIt automation and transfer administration experience. Understanding of ITIL discipline is a plus.

• Must be willing to work mostly on night shifts (10:00pm to 7:00am with weekday off. Friday / Saturday or Sunday / Monday off)

• Must be willing to work on hybrid setup (Twice a week onsite). Office location is at Ecoplaza Building, Magallanes, Makati City (near Magallanes MRT Station, EDSA)

• College undergraduates and Non-Bachelor's Degree holders with relevant experience are welcome to apply

• Problem Solving and programming skills are beneficial, VB scripting.

• Attention to Detail, Design and following standards to facilitate large system operation.

• Experience application production support and Monitoring tools

• Experience with high volume batch transmission systems is beneficial.

• Good knowledge in Server to Server connectivity

• Knowledge in Operating System

• Knowledge in Scheduler

• Knowledge in Server to Server communication

• Good communication skills

• Knowledge in Data Transfers / Migration

• Knowledge in Scripting

• Good understanding of IP networking

• Knowledge in SFTP

What We Offer:

• A competitive salary and benefits, including HMO on Day 1

• Great workspaces with dedicated and motivated colleagues

• A variety of career development tools, resources & opportunities

#LI-JO1

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

We're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.

Key Responsibilities:

• Technical Skills:
  • Use data analysis tools like Excel, SQL, Python, R, or similar software.
  • Collect, clean, and manage large datasets to support business goals.
  • Apply statistical methods and create data visualizations to interpret trends.
• Analytical Thinking:
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
• Collaboration:
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
• Benefits Reporting:
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.

Additional Expectations:

• Industry Knowledge: Experience or expertise in the finance industry is a plus.
• Project Management: Manage the analysis process from data collection to report delivery.
• Attention to Detail: Ensure accuracy and consistency in data analysis.
• Adaptability: Stay current with evolving data analysis techniques and technologies.

Hybrid Position:
This is a hybrid position. You'll alternate between remote and office work, typically working from the office two days a week (usually Tuesdays and Wednesdays), aiming for 50% office time based on business needs.

We're looking for a Channel Strategy Consultant to join our Client Care Operations team. You'll develop and implement channel strategies tailored to our business needs, build strong business relationships, and lead projects to boost operational efficiency and client satisfaction.

Key Responsibilities:

• Channel Strategy:
  • Build and maintain strong relationships with Visa client care organizations.
  • Act as a trusted advisor, providing insights and recommendations to optimize channel strategies.
  • Design and implement effective channel strategies for client care organizations.
  • Analyze processes and suggest improvements to enhance client satisfaction and efficiency.
  • Monitor the performance of strategies to ensure they meet business/client expectations.
  • Adjust strategies based on performance metrics and feedback.
• Project Management:
  • Lead multiple projects simultaneously, ensuring timely delivery aligned with business goals.
  • Coordinate with internal teams and stakeholders for seamless project execution.
  • Chair and participate in meetings for new business requests related to channel opportunities.
  • Validate deployments to ensure releases meet business criteria.
  • Manage pre/post-project testing and coordinate agent-level testing with the contact center.
  • Conduct retrospective reviews for projects and implementations as needed.
• Collaboration:
  • Work closely with cross-functional teams, including marketing, sales, and tech.
  • Communicate effectively with all levels of business/client and internal stakeholders.
  • Partner with Contact Center leaders and teams to identify risks and escalate issues with mitigation plans.
  • Provide thought leadership to managers, supervisors, stakeholders, and developers.
• Strategy:
  • Consider broad strategic issues and articulate their impacts.
  • Improve corporate knowledge and best practices by creating/enhancing documentation and processes.

This is a hybrid role, alternating between remote and office work. You'll be expected to work from the office two days a week, usually Tuesdays and Wednesdays, aiming for 50% office time based on business needs.

The Sanctions Analyst will provide support for sanctions screening, program planning, execution, tracking and communications globally. This includes the execution of ongoing alert management and operational tasks. This role will require a solid understanding of sanctions compliance and support the Senior Director, Sanctions Compliance in providing guidance to Visa clients and businesses.

Job Responsibilities

• Responsible for screening against sanctions lists and provide expert judgment regarding match validity

• Ability to apply sanctions knowledge, research and analysis to operationalize Visa's sanctions compliance program

• Provide support for the creation of monthly reporting to identify Key Performance Indicators (KPI) and Key Risk Indicators (KRI) to management and other key stakeholders

• Participate in ongoing development of the sanctions screening systems, including user acceptance testing as needed

• Ensure close communication and information sharing with global compliance colleagues

• Responsible for the team inbox: responding to inquiries, ad-hoc screening requests, and email filing

• Upload individuals and entities into a screening system for ongoing sanctions screening

• Support daily, weekly, and monthly reporting to monitor sanctions screening processes

• Participate in cross-functional sanctions compliance meetings and carry out project plan for roadmaps

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description

The Sanctions Analyst will provide support for sanctions screening, program planning, execution, tracking and communications globally. This includes the execution of ongoing alert management and operational tasks. This role will require a solid understanding of sanctions compliance and support the Senior Director, Sanctions Compliance in providing guidance to Visa clients and businesses.

Job Responsibilities

• Responsible for screening against sanctions lists and provide expert judgment regarding match validity
• Ability to apply sanctions knowledge, research and analysis to operationalize Visa's sanctions compliance program
• Provide support for the creation of monthly reporting to identify Key Performance Indicators (KPI) and Key Risk Indicators (KRI) to management and other key stakeholders
• Participate in ongoing development of the sanctions screening systems, including user acceptance testing as needed
• Ensure close communication and information sharing with global compliance colleagues
• Responsible for the team inbox: responding to inquiries, ad-hoc screening requests, and email filing
• Upload individuals and entities into a screening system for ongoing sanctions screening
• Support daily, weekly, and monthly reporting to monitor sanctions screening processes
• Participate in cross-functional sanctions compliance meetings and carry out project plan for roadmaps

• Assess and respond to requests for support and information, and operational issues for Visa’s Global Dispute clients in a 24x7 support model.
• Process client inquiries using case management tool, email, live chat and/or voice support service.
• Efficiently work several case types such as but not limited to New, Pending, Follow-ups & Email activities for both fraud and non-fraud case types for all line of business services.
• Collaborate and/or liaise with Visa internal groups to meet clients' needs aligned with the organization's Case Management procedure while delivering world class client experience. 
• Maintain conformity of documented process and procedures aligned to meet standard risk and compliance policies.
• Identify key process improvements and client training/retraining opportunities based on inquiry trends and any operational pain-points.
• Provide expanded support to drive improved learning through training sessions and mentoring to new hires and peers.
• Participate in periodic meetings with regional counterparts to up-scale knowledge hand-off and sustain alignment between groups.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description

• Assist in requirements analysis and solutions design.
• Assist in project management deliverables (network matrix, implementation plan, etc.)
• Provide configuration, and administration support for one or more of the following platforms: a.) Microsoft 365 b.) AWS c.) JumpCloud d.) CrowdStrike e.) Slack f.) Atlassian g.) Docusign h.) ProofPoint. i.) GlobalSign
• Assist in Knowledge Transfer for the implemented solutions.
• Work with Security Governance Team to ensure compliance with Cybersecurity-related regulations and industry standards.

Minimum Qualifications

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Knowledge in cyber security-related duties such as incident detection and response, and forensics;
• Up to date knowledge of the latest cybersecurity trends
• Knowledge and experience in the following:

Microsoft 365
AWS
JumpCloud
CrowdStrike
Slack
Atlassian
Docusign
ProofPoint
GlobalSign

• Experience in CrowdStrike is an advantage
• With experience in Incident Response
• Willing to work FULLY ONSITE

• Lead the design, development, and implementation of Appian-based applications.
• Collaborate with business stakeholders to understand requirements and translate them into technical solutions.
• Provide technical leadership and mentorship to a team of developers.
• Ensure best practices in Appian development and deployment.
• Conduct code reviews and ensure adherence to coding standards.
• Troubleshoot and resolve technical issues related to Appian applications.
• Stay updated with the latest Appian features and industry trends.
• Coordinate with cross-functional teams to ensure seamless integration of Appian applications with other systems.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5 to 10 years of experience as an Tech Lead or Appian Developer respectively.
• Strong knowledge of Appian BPM (Business Process Management), SAIL (Self-Assembling Interface Layer), and Appian plugins.
• Experience with Appian integration using REST, SOAP, and other APIs.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment.
• Appian certification is a plus.
• Banking related experience is a plus.

• Lead the team of developers, align technical direction, and provide leadership, support, and motivation
• Work with the Product Owners to develop provided user stories
• Work with the Solution Architects in designing technical solution to a specific set of business requirements within the framework defined by the Enterprise Architecture
• Liaise with team members, Delivery Leads, and Product Owners to ensure projects are completed to standard
• Oversee deployments/new releases and ensure that they are aligned with the product roadmap
• Advise the Delivery Leads, Product Owners, and the team regarding the technical implementation of the project
• Work with the App Support team to address system issues
• Document system design and programs specifications in technical design document
• Review code and ensure that the best practices and coding standards are implemented in the project
• Identify and remove bottlenecks that impede the progress of Sprint
• Solve issues and develop workarounds and alternative solutions
• Keeping up-to-date with industry trends and developments

Qualifications:

• Possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent
• Experience in Agile/Scrum process, language, and ceremonies.
• Experience in using Java and Spring/SpringBoot
• Experience in using relational databases (e.g. Oracle)
• Solid knowledge and experience with continuous integration and continuous delivery tools.
• Solid understanding of API, microservice, and integration concepts and technologies, such as REST, JSON, XML, message queues
• Experience in leading development teams
• Excellent analytical, technical, diagnostic, and troubleshooting skills
• Proven ability to solve problems creatively

• Ability to communicate ideas clearly and respond in a timely manner
  
  Preferred Requirements:
• Knowledgeable in using AWS, Red Hat OpenShift Container Platform, or any other public cloud platform.
• Experience in Cloud Native Infrastructure, DevSecOps, and Microservice Architecture
• Experience in deploying apps to App Store and Play Store
• Experience in using modern JavaScript frameworks (e.g. ReactJS)
• Has a background on backend, web, and mobile application development