Primary Responsibilities:

• Semi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support
• Provide remote support for incidents and requests in support of the distributed end user devices (desktops, laptops, mobiles, and laboratory equipment)
• Able to spend more time than Level 1, and use additional support tools (e.g. Active Directory Admin Tools, Exchange Admin Center) or have administrator access privileges and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)
• With remote administration access to end user workstation granted.

• Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved.

Specific Responsibilities:

• Software Maintenance and Support. Remote support of SGS standard software for end users and devices, including installation, testing and maintenance.
  • Provide remote support (taking remote control of end user device when possible) for incidents and/or requests that cannot be resolved by Level 1
  • Provide operations and technical support for new software that is deployed throughout automated software distribution tool (subject to change management procedures)
  • In the event Software must be replaced to conduct a repair, restore the end user environment to the previous state including configuration and data
  • Support for installation of different Add Ins and upgradation of SGS standard software packages
• Remote IMACs (Installs, Moves, Adds & Changes). Installation of / or modifications to software included in SGS end user desktop/laptop Base Image and standard SGS software for end users and devices.
  • Provide remote support (taking remote control of end user device when possible) for IMACs requests that cannot be resolved by Level 1
  • Uninstall and reinstall any existing software or other related services as necessary to execute the IMAC
  • Install Software including new Software or upgrades using software distribution tools
  • Set-up security settings, file access and other administrative procedures required for the IMAC
  • Update the Asset Inventory within CMDB when Hardware or Software changes are implemented (when necessary)
• Device Configuration Support. Remote support of SGS standard device configurations for end users and devices, including the OS, user profiles/settings, printer and scanner drivers, and laboratory equipment
• Resolve Desktop related Security Incident. Identify and remove security threats from end user devices including providing remote support for virus and malware incidents and security alerts generated from Security Event and Incident Management (SEIM) tools that cannot be resolved by Level 1
• Device Performance Improvements. Remote troubleshooting and improvements in end user devices performance

• Provide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1
• Participate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams.
• Responsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1
• Ensure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, …)
• Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated tickets
• ITSM tool KDB, self-service solutions and FAQs for Business Applications in-scope updating
• Execute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actions to Level 1

• Provide extended tasks and administration activities (operation, support and maintenance) related to second level incident resolution covering functional and technical incidents escalated from Level 1:
  • Active Directory (AD) User and Group Management
  • Email Recipient and Distribution Group Management
  • Shared Mailbox Management
  • SharePoint Permission Management 
  • Multi Factor Authentication (MFA) Reset request fulfillment.
  • Microsoft Bitlocker Administration and Monitoring
  • Account and Permission Management for Local Business Applications

• Complies with relevant Management Systems
• Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:

• Demonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in             meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
• Perform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to react to emergencies within the workplace
• Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
• Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
• Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
• Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
• Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
• Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
• Fulfills the requirements needed in the success of the QHSEE Management System
• Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations.

We are seeking a skilled and dedicated Duty Engineer to join our team in Lapu-Lapu City, Philippines. As a Duty Engineer, you will play a crucial role in maintaining the efficient operation of our facility's engineering systems and equipment. Your key responsibilities will include:

• Coordinate daily engineering operations, including staff briefings and work assignments
• Manage planned and unplanned maintenance programs for various systems, including air-conditioning, electrical, refrigeration, and fire & life safety equipment
• Supervise team members, ensuring safe work practices and efficient operations
• Monitor and manage contractor work, ensuring compliance with health and safety policies
• Prepare consumption reports on power, water, steam, and gas
• Develop and maintain staff training programs, including induction for new employees
• Create weekly staff schedules and conduct performance reviews
• Ensure compliance with hotel fire & life safety and emergency procedures
• Maintain high standards of personal appearance and adhere to hotel policies

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.

Data Engineer will work closely with the rest of the product team and business peers to effectively execute Data project initiatives. This person should be able to deliver in a fast-paced and deadline-driven environment. Along with development, candidate will be responsible for maintenance of the data applications and would be expected to automate the processes with no or minimal human intervention. 

Octal Philippines Inc. is looking for a skilled Site Reliability Engineer (SRE) to join our dynamic team. The SRE will be responsible for ensuring that our systems are reliable, scalable, and efficient. You will play a critical role in maintaining the uptime of our services, improving system performance, and automating processes to enhance productivity. The ideal candidate is a passionate technologist who thrives in a fast-paced environment and enjoys tackling complex challenges.

Responsibilities:

• Monitor and maintain the reliability and availability of production systems
• Implement automation to reduce operational toil and improve system reliability
• Identify and resolve performance issues and outages
• Collaborate with development teams to design scalable and robust systems
• Create and maintain SRE documentation and runbooks
• Participate in on-call rotation and incident response activities
• Continuously improve tooling and processes to enhance the efficiency of operations

• Bachelor's degree in Computer Science, Engineering, or related field
• At least 3 years of experience in a Site Reliability Engineering or related role
• Strong experience with cloud platforms such as AWS, Azure, or GCP
• Proficiency in scripting and programming languages (e.g., Python, Go, Bash)
• Experience with containerization and orchestration technologies like Docker and Kubernetes
• Strong understanding of monitoring and logging tools (e.g., Prometheus, Grafana, ELK stack)
• Excellent troubleshooting and analytical skills
• Ability to work collaboratively in a team-oriented, fast-paced environment

Responsibilities:

• Bachelor's degree in computer science, Engineering, or a related technical field, or equivalent practical experience.

• Proven experience in a Site Reliability Engineer or similar role, with a focus on designing and implementing scalable systems.

• Strong proficiency in programming languages, scripting and automation (Java, ReactJS, etc.).

• Experience with cloud platforms such as AWS, Azure, or GCP, and container orchestration tools like Kubernetes.

• Deep understanding of networking, system administration, Windows, and Linux/Unix-based environments.

• Excellent problem-solving skills and the ability to troubleshoot complex issues in distributed systems.

• Strong communication skills and the ability to work effectively in a collaborative team environment and to stakeholders

Communication Allowance, Health & Life Insurance & Others

Octal Philippines Inc. is looking for a Senior Software Engineer to join our dynamic and innovative engineering team. In this role, you will be responsible for designing, developing, and maintaining high-quality software solutions that meet our clients’ needs. You will collaborate with cross-functional teams to deliver impactful products and contribute to the overall architecture and technical direction of our projects.

• 5+ years of technical leadership experience, with a proven track record of leading successful engineering teams.
• Proficiency in Python and strong experience with Golang. Deep understanding of building and maintaining integrations.
• Stellar communication skills, both verbal and written, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Experience in hiring, coaching, and mentoring engineers, with a passion for helping others grow and succeed.
• Strong proficiency in AWS, with experience designing and maintaining cloud infrastructure.
• Ability to interface effectively with cross-functional teams, fostering a collaborative and aligned engineering culture.

What an Analyst in Loyalty Technical Solutions does at Visa:

As an Analyst, you will be a member of a team of highly motivated experts who specialize in Visa’s loyalty systems and solutions. You will leverage our capability to deliver strategic and innovative solutions for new campaign offerings and provide superior post-launch account management activities for our AP clients.

In this role, you are expected to:

• Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs 
• Communicate and engage with diverse functional stakeholders throughout service delivery
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Influence decision makers at staff, senior & executive management levels within Client & Visa organizations through a combination of negotiation & consultative output
• Use technical expertise blended with business acumen to solve complex problems
• Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
• Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions

Why this is important to Visa:

As an Analyst, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.

This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients, and delivering and optimizing services that will help grow their business.

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.

Specific Duties & Responsibilities

1.  Market Segment – Construction Systems (VisMin):
   1. Infrastructure - construction involves building and development of essential systems and structures such as roads, bridges, railways, airports, water supply systems, sewage and drainage systems, and power grids and similar facilities necessary for transportation, communication, water, and energy distribution; mainly reached and captured through key project management (KPM) approach.
   2. Residential - construction involves building and development of housing structures, including single-family homes, multi-family residences, townhouses, condominiums, and apartment complexes; mainly reached and captured through key account management (KAM) approach.
   3. Commercial - construction involves the building and development of structures intended for business use, such as office buildings, retail centers, warehouses, hotels, and industrial facilities; mainly reached and captured through key project management (KAM) approach.

Product Categories:

To lead sales and promotion of the following product categories:

1. Refurbishment – includes repair, strengthening, and protective solutions for concrete structures, such as repair mortars, shrinkage compensated high-strength grouts, anchoring adhesives, protective coatings, corrosion control, and structural strengthening systems.
2. Waterproofing – cover all technologies used for below, and above-ground waterproofing: flexible membrane systems (polymeric sheets, fully bonded membranes, modified bitumen sheets), liquid applied membranes, joint waterproofing systems (waterstops, swelling profiles, adhered tapes), waterproofing mortars, mortar admixtures, and injection resins and grouts.
3. Roofing and Flooring – full range of flat roofing systems such as thermoplastic and bituminous membranes as well as liquid-applied membranes including insulation and accessories offered for new buildings and roof renovation; liquid applied floor finishes and cementitious underlayment to protect, prepare, upgrade and finalize floor surfaces.
4. Sealing & Bonding – wide range of high-performance and durable sealants, adhesives, tapes, and spray foams for the building envelope, interior finishing related infrastructure construction.
5. Building Finishing –encompasses ceramic tiles and natural stones installation, insulated facade systems, protection and decoration systems, as well as interior wall finishing so long as applied in infrastructure construction.

Concrete and Industry products are out of scope for this role. Leads and opportunities discovered for these products are to be endorsed to proper sales team or business unit.

Sales Geographical Territory:

The role oversees sales activities and revenue generation nationwide for construction systems for Visayas and Mindanao area. Pipeline of projects within area must be monitored, developed and captured through regular sales territory mapping, product positioning, project management and channel partnering.

Islands of Visayas and Mindanao are out of scope. Sales leads and opportunities discovered as originating from such area, directly or indirectly (through distributors) must be endorsed to the appropriate business unit or sales team.

For clarity, the place of construction site dictates the geographical territory. This is regardless of the location of client, contractor, applicator or distributor base of operations and/or head office location.

Sales Channels:

The role manages a good balance of business sourced from a variety of sales channel to maximize revenue potential, optimize profitability and reduce risks in sales activities. The ratio of revenue among channel shall be determined by Senior Management in alignment with long-term strategy.

1. Direct – maintain direct business relationship with customer groups whenever beneficial and strategic for purpose of capturing sustained revenues and profits in both short and long-term basis, as the business condition requires. See below priority group:
   1. multinational accounts – large international companies where Sika has prior business and/or regarded as key accounts (e.g. Oceana Gold, Shimizu, Sumitomo).
   2. main contractors of civil engineering / infrastructure – involved in erecting bridges, tunnels, dams, power plants, roads, harbors, airfields, etc.
   3. specialized civil contractors – involved in strengthening, concrete repair, pre-stressing, grouting, structural bond and rail fixing.
   4. specialized infra waterproofing contractors - contractors waterproofing tunnels, dams, channels, railways, airports, etc.
   5. specialized applicators – involved in installation of roofing and flooring using special materials to suit special requirements and conditions (e.g. enhanced sealing, waterproofing, hardening, etc.)
2. Distribution – engage business with distributors to ensure steady supply of materials to other end-users with small and infrequent material requirements, with very short lead time to fulfill order and with unknown financial capacity. See below priority group:
   1. project distributors – other distributors engaged in reselling materials directly to large construction projects, mainly to general contractors, civil contractors and specialized contractors.
   2. dealer merchants – major part of sales of building materials / construction chemicals to professionals such as contractors, craftsmen, special applicators.
   3. floor covering and roofing dealers – specialized channel for floor covering like tiles, parquet, soft floors; specialized channel for roofers, both inclined as flat roof with major part of sales is roof tiles or membranes (liquid or felts).

Sales Management:

1. Sales Planning and Strategy
   1. Formulate and implement effective sales strategies tailored to the assigned market segments, aligned with the company growth initiatives.
   2. Identify and target potential markets to expand the customer base and increase market share in collaboration with the product managers.
   3. Set and achieve sales targets, goals, and KPIs in line with the company's business objectives.
   4. Collaborate with marketing team for comprehensive market research to stay informed about industry trends, customer needs, and competitive activities.
2. Customer Relationship Management
   1. Ensure customer information is regularly captured and logged into the CRM system – Salesforce. This includes contact information, projects, opportunities, quotes, complaints and similar related activities.
   2. Target potential customers through various sales activities and marketing events in line with strategies of keeping direct customer (civil contactors, industrial applicators, specialty contractors) as well as project distributors.
   3. Ensures customer satisfaction by regular meetings particularly with preferred customers, providing them support, attending to inquiries and building relationship.
   4. Gather and analyze customer feedback to improve products, services, and sales approaches. Address customer satisfaction gaps in the annual customer satisfaction survey.
3. Sales Team Organization and Leadership
   1. Organize the sales team by region, product line, customer type, or other relevant criteria to ensure optimal coverage and efficiency.
   2. Clearly define the roles and responsibilities of each team member to ensure alignment and accountability.
   3. Establish clear metrics to measure sales performance, such as revenue, sales efficiency, conversion rates and pipeline maintenance.
   4. Lead, mentor, and motivate the sales team to achieve individual and team sales targets.
   5. Monitor and evaluate the performance of the sales team, providing regular feedback and coaching.
   6. Provide feedback and insight about compensation, incentives to motivate the sales team.
4. Sales Training and Development
   1. Own the onboarding program to ensure new hires are equipped with the knowledge and skills needed to perform effectively.
   2. Collaborate with HR for continuous development of the sales team’s product knowledge, sales techniques, and industry expertise.
   3. Ensure mentoring and coaching through keep regular one on one meetings to offer feedback and guidance to improve performance and address skill gaps.
5. Sales Operations and Processes
   1. Ensure sales forecast accuracy. Provide regular sales bridge analysis, product forecasts, pipeline projections based on historical data, market trends, and sales pipeline analysis.
   2. Generate regular reports on sales activities, performance, and outcomes for senior management and stakeholders.
   3. Collaborate with Marketing and Target Market team in areas of product management, product promotions, product complaints, route to market strategy, pricing positions, product initiatives/promotions, product line simplifications, slow moving/obsolete inventories, product profitability improvements and other similar activities.
   4. Collaborate with Technical team in design and specifications, bill of quantities, engineering drawings, product complaints, mock-up demonstrations, mix designs and similar technical activities to be carried out to satisfy customer requirements.
   5. Collaborate with customer experience teams to standardize and optimize the sales process from lead generation to closing.
   6. Provide feedback and secure buy-ins from the sales team on initiatives on sales automation tools and process improvements projects.

Key Result Area:

1. Opportunity Pipeline – maintain a healthy pipeline of construction project leads and opportunities. Sufficient volume must be met in relation to conversion rates. Balanced distribution of construction stages (tender, demos, mock-up, commercial, etc.) must be managed. Accurate and up to date information is logged in Salesforce.
2. Sales – lead the sales team assigned to achieve monthly, quarterly and annual targets without compromising valuable customer relationships and in strict compliance with employee handbook and applicable laws.
3. Key Initiatives – lead the sales team to focus on year-on-year short term and long-term growth initiatives as provided by Senior Management. Proactively provide risks analysis, countermeasures and alternative options to attain objectives.
4. Profitability – protect material margins by understanding price positioning, monitoring of pricing decisions and adherence to value-based selling methodology. Implement year on year price increases.

1. Credit Collection – implement working capital goals by ensuring new customers has financial capacity and in good credit reputation. Manage existing customer to respect credit terms and collection policies. Provide clear and verifiable information for purpose of credit decisions.
2. Sales Forecasting – adhere to guidelines and deadlines provided by product managers and supply chain department. Actively engage in root cause analysis of forecast inaccuracy to fix gaps where team member is responsible.
3. Customer Engagement Events – encourage participation and cooperation among team members and key account customers specific to marketing initiatives such as ground events, market analysis, technical forums and similar activities.

Other Matters:

1. Adherence to the Sika Philippines, Inc.’s established Quality & Environmental Management System and Quality Policy.
2. Actively participates in all Sika Philippines, Inc.’s projects regarding quality and environment and fully supports and acts in accordance with the company policy.
3. Ensures that the Quality and Environmental Management System is understood.
4. Comply with necessary ISO procedures in accordance with ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018.
5. Strictly complies with company policies, systems and procedures, work rules and regulations

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.

As a member of the EUS Workstation Vulnerability Remediation team, Sr. Systems Engineer 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.

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.

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

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

• Need strong programming background using either Java or Javascript/Typescript.
• With wide exposure to designing, developing, and maintaining automated test scripts using standard automation tools and frameworks, preferably Playwright and Selenium
• Playwright: A minimum of 2 years of experience in Playwright is required (manual testing experience is acceptable for the rest)
• Selenium: At least 4 years of experience is necessary if the candidate does not have Playwright experience
• Expert with Software QA standards like creating test scenarios in BDD, triaging issues and bugs and how to properly raise them, organize and document important processes and workflows for the project and the team, and able to plan and execute different testing cycles like functional, end-to-end, integration, regression.
• CI/CD: A minimum of 2 years of experience is required. Has a good understanding of CICD implementation with respect to test automation, i.e. how to build, execute, and analyze automation server jobs and pipelines. Having experience setting up jobs and pipelines for the CICD implementation is a plus.
• API Testing: At least 2 years of experience is required. Needs to have background in executing and automating API tests, and helps with the setup of configurations (authentication of API calls, build requests, POC on exposed APIs that can be used) before testing.
• Needs significant exposure to agile software development, how to manage tasks within sprints and knows what to expect in dealing with the agile mindset.

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

• 2 years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired. 

• Private Health Insurance
• Paid Time Off
• Training & Development
• Mental Health Program
• Philhealth Coverage

Advanced Technical Support

The ideal candidate for this role will gain an advanced understanding of troubleshooting technologies both unique to Godaddy and also standard to the email world. You will have the opportunity to work with senior individuals in these role and gather the understanding and skills to troubleshoot and maintain multiple environments as well as incident management on a single and multiple customer-facing level.

Responsibilities

• Provide advanced support via chat, and accompanying support via phone when necessary.
• Provide technical/product support for related departments including Fraud, OCEO, Domain Services, Development groups, and Product Managers
• Handle escalated incidents through JSD/JIRA
• Test and assist in the resolution of system and process issues within the call center environment.
• Test and assist in providing a conduit of communication between the call center and the development teams.
• Assist management in developing approaches to address system and service challenges and opportunities.
• Candidate must possess especially strong knowledge and be versed in the Help Articles, Sharepoint, Confluence, and General GoDaddy Product Knowledge.
• Admin tasks, data analysis, updating KEDB/Jira, and sending updates to C3 guides.

Email Advanced Technical Support

The Email Advanced Technical Support Team is committed to providing our internal and external customers with World Class Customer Service.  They pride themselves on:

• High quality support to ensure that the Customer Care team members can learn and troubleshoot GoDaddy products as effectively as possible.
• Promoting first contact resolution and customer retention.
• Being the primary technical resource for call center operations.
• Ensuring that issues are identified with urgency and are managed until resolution.

Responsibilities

• Provide immediate Advanced Support via chat, and accompanying support via alternative contact methods (Slack/Skype/email/phone) when necessary
• Provide technical/product support for related departments including: Fraud, OCEO, Domain Services, Development groups and server administrators
• Handle escalated incidents through Jira Service Desk and IRIS
• Identify and assist in the resolution of system and process issues within the call center environment
• Assist in providing a conduit of communication between the call center and the development teams
• Assist management in developing approaches to address system and service challenges and opportunities
• Be well versed in Help2.0, Confluence, ATS Wiki, Care tools, and ATS Tools.

The Technical Account Manager I (TAM-I) is an integral part of the Registry Customer Support Team. This position takes ownership and works alongside the technical and operational organizations to optimize Customer Experience, System Quality, and Operational Efficiency.

Responsibilities include handling all support cases and inquiries, including supporting customers who use Registry products and tools along with monitoring and troubleshooting the Registry platform, product set, and customer integrations to the product suite.

The expectation for this position is to be able to solve a high percentage of customer inquiries via Web, Email, and Phone connected to a Support Ticketing System, and work directly with the external Customers and internal Team Members to identify and resolve customer issues.

The Customer Support team works on a 365x24x7 roster. This position may be required to work weekends and evenings.

Essential Duties and Primary Accountabilities

• Fields help desk calls, chat, email, and/or other communication from users with inquiries regarding Registry systems, products, policy compliance, and similar concerns.
• Maintain customer tickets with current information and provide draft updates for support documentation if requested.
• Assist customers with the use of the Registry product suite. Collect, analyze, investigate, and resolve customer-facing issues based on the facts presented by the customer and knowledge of the product line. Applies knowledge of Registry systems and products to solve problems.
• Consult with users to determine steps and procedures taken to identify and resolve the problem.
• Be an integral part of a team environment and act as a central subject matter expert for appointed issues and customer inquiries.
  • Collaborates with other staff to research and resolve customer-facing issues. 
• Collaborates with product managers and engineering team(s) to explain errors and/or recommend modifications in customer systems.
• Strong organizational skills
• Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
• Maintain Email, Phone, and Ticket response times in accordance with SLAs.
  • Provides timely escalation of issues within the organization as necessary
• Performs other related duties as assigned.
• Maintains and seeks knowledge of Registry technology innovations and trends.
• Available for multiple schedules for 24x7x365 support hours.

We are currently looking for a highly experienced construction estimator at a senior level who is available to join our team immediately. The ideal candidate should possess extensive expertise in general contracting, specifically in the areas of electrical, wireless, OSP (fiber). The candidate should have a proven track record in estimating, bidding, and scoping, with a career lasting between 10 and 15 years. The candidate should have extensive experience in estimating for the US telecom construction and EV charging station industries.

We are looking for a self-reliant individual who is very productive and accountable. Please do not hesitate to submit your application if you believe you are the best candidate for this role.

• Actively participates in the actual task and guides the estimation team, ensuring the timely implementation and completion of the entire estimate delivery process.
• Analyze bid documents critically, comprehend risks and opportunities, and communicate them to the leadership team.
• Develop comprehensive estimates that are based on bid-build, design-build, or CM/GM construction documents.
• Perform an initial assessment of the specifications and drawings to confirm that all necessary documentation is present and to ascertain the scope of the project.
• Organize the bid team, providing guidance and leadership in the areas of strategy, schedule, and means and methods.
• Create comprehensive estimations for personnel and production costs, and discuss with the estimating team to review the prices.
• Conducts technical and plan reviews as needed.
• Develops unit costs with precision.
• When required, provide detailed quantity takeoffs for specific trades.
• When necessary, solicits and analyzes subcontractor and vendor pricing input.
• Accurately assesses and plans the takeoff workload. 
• Compile and oversee the actual cost in comparison to the estimated cost while maintaining a record of the project's cost history.
• Forges successful partnerships with customers, the design team, subcontractors, suppliers, and user groups that align with and reinforce the organization's fundamental principles and surpass or equal customer expectations.

Shift Assignment: Mid Shift

The Site Reliability Engineer (Systems Engineer) works In the Infrastructure Operations team and closely Interacts with development, cloud platform engineering and architecture teams to run and operate cloud-native, DevOps delivered, highly scalable and fault tolerant systems and services. The SRE Engineer ensures that internally and externally facing systems meet and exceed ambitious SLOs (Service Level Objectives) and are continuously improved. This includes deployments and monitoring of all systems through established tools. The incumbent is an intellectually curious passionate technologist up to date with technology trends in the industry, equally relishing challenges to optimize existing systems and services, and challenges to introduce modern technologies. They will execute, monitor, and assist in the continuous improvement of the operational running of our services. The incumbent will execute operations and engineering projects and provide support for and administration of all DevSecOps tools, cloud automation, critical business applications and platforms, and associated systems to build and run software in the cloud.

• Provides guidance to engineering and operations teams on enabling and managing end to end availability and performance of mission critical services.
• Executes established automation for
• Participates in incident response, root cause/postmortem analysis, and drives production improvements for key issues that result in business opportunity for Arch.
• Works on building configuration automation to eliminate waste and manual/repetitive tasks, prevent problem recurrence, and to respond to various service alerts and condition metrics.
• Supports Kubernetes deployments in Azure, including cluster management, upgrades, security policies, application deployment with Argo CD using git and harness pipelines to deploy in collaboration with engineering and development teams.
• Supports DevSecOps tools, pipeline, automation, and infrastructure-as-code scripts and continuously monitors the industry landscape to improve and expand to further speed to market and delivery team autonomy.
• Knows security is job one and includes security in all plans.
• Implements, executes and manages Configuration as Code automation
• Executes tasks aligned to projects in the operations space (upgrades, rollouts of technology, )
• Promotes a continuous improvement, innovation, and collaboration culture across
• Builds and strengthens relationships and partnerships with corporate infrastructure leads and
• Perform other operational duties as required.

• Conducts safety inspection of the kitchen, public area, guest room, stores and preventive maintenance, breakdown repair and constructive works.
• Proposes and recommends upgrading, improvement work and energy saving projects.
• Ensures efficient engineering operation is being met, and quality standard is maintained.

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.

Shift Assignment: Mid Shift

Strategic Analytics is a dynamic, growing team at Arch.  The team develops innovative predictive models and analytical tools to improve profitability and growth. This position is responsible for assisting with the design and execution of automated diagnostic test plans to ensure that our services meet the highest quality standards and business requirements. Other tasks include developing and running new tests, reporting on the results and collaborating with other engineers to diagnose and fix issues. This role is for an individual that is attentive to detail and open to exploring and implementing new technology and processes to improve the QA process.

• Performs test planning activities as required.
• Creates and modifies test data.
• Creates and modifies test cases.
• Automation Testing – Set up and maintain automation tests and be involved with CI CD. 
• Executes test cases recursively and record/communicate results.
• Works with Agile team and stakeholders to communicate defect information

Shift Assignment: Mid Shift

Strategic Analytics is a dynamic, growing team at Arch.  The team develops innovative predictive models and analytical tools to improve profitability and growth.  This position will support the technical implementation of predictive models and analytical tools of the Strategic Analytics team.  The position requires strong Python and API experience, as well as user-facing application support experience.  The role is for an individual who is open to exploring and implementing new technology in Azure and Databricks, as the team is dynamic and the technology needs and requirements are fluid and will evolve over time.

• Develop and maintain Azure Functions and APIs
• Develop libraries using Python
• Develop real time data transformations, model variable creation, and orchestration activities to support the scoring process
• Use SQL, Python and Snowflake to explore and understand underlying data, and suggest improvements for performance and best practice
• Document technical workflows and implementation processes
• Create and maintain implementation testing scripts (unit and bulk)
• Collaborate with project stakeholders and other developers
• Code development and deployment using VS Code and GitHub
• Contribute and enforce evolving best standards and practices

Shift Assignment: Mid Shift

The Data Visualization Developer is responsible for design, construction and unit testing of assigned components/modules.  The candidate will collaborate with Business Analysts and SMEs to perform detailed requirement analysis.  The candidate will provide production implementation and post-production support and be part of the US IT team.

• Provide expertise in design, development and implementation of PowerBI reports
• Design, model and develop BI reporting and analysis applications
• Provide functional and technical guidance to business teams when needed
• Conduct meetings with business users to determine project requirements and milestones
• Develop knowledge on business intelligence skills and processes
• Develop best practices to achieve project objectives and deliverables
• Develop positive working relationship with business users and other department staff
• Stay updated with ongoing business development tools
• Responsible for any other ad hoc duties assigned

To design and deliver effective training programs that enhance the skills and knowledge of employees in feed milling operations and sales, ensuring alignment with industry standards and company goals for improved performance and productivity.

Shift assignment: Mid Shift

The Software Engineer is responsible for the development, implementation and maintenance of solutions within the General Insurance Team. Working within an Agile environment the ideal candidate will be skilled in C#, HTML/CSS, Javascript, SQL (Microsoft and/or Snowflake SQL). Experience of Angular or other web frontend frameworks is nice to have.

The candidate will perform analysis, design, coding, debugging, testing, and support of solutions, utilising innovative applications in DevOps projects, models for complex systems and Enterprise integration.

The candidate will also be responsible for developing and maintaining web applications, API’s and ensure code is developed/maintained configured using the various build tools available from DevOps.

• Design, develop and maintain scalable, automated, derived / or non-derived, insightful data-marts and tables which will be the main input for the models, reports and dashboards
• Working within an Agile environment, within 3-week sprints, delivering quality code or data enhancements and reports for different departments.
• From User Stories, look to provide accurate and timely data, that is trusted and understood by the business.
• Obtaining, transforming and maintaining large quantities of data.
• Solving data quality issues, providing data lineage from source.
• Focus on building and improving a web based application in asp.net and design innovative solutions using .Net.
• Utilising the full Microsoft stack, enable the end user to fully understand the data delivered that allows full transparency back to the various source systems.
• Document all changes that have taken place, including commentary within the source code.
• Keep team and APM apprised of progress
• Coordinate with APM and Enterprise Architect to adhere to Enterprise Architecture principles, software development best practices, coding, compliance and security standards
• Work on performance tuning, code optimisation, refactoring, automation and CI/CD implementation
• Offer suggestions to stakeholders on devising effective and efficient approaches to achieve business objectives
• Manage engineering risks by proactively tracking and communicating issues, and devising methods to mitigating them
• Liaise with other teams to coordinate interdependencies and resolve issues
• Supports the resolution of in-depth user questions and production issues following support process and SLA’s
• Maintain a working knowledge of new technology and software engineering standards, practices and tools
• Provide input to the APM and DPM for the creation of Product Roadmap and High Level Estimates
• Review code, designs and other technical documentation prepared by other members of the team.
• Provide tech leadership and guidance to junior members of the team.
• Collaborate with IT management to define and develop documentation and engineering artefact standards, guidelines, processes, and templates
• Positive and self-motivated with a high level of enthusiasm and willingness to learn and self-teach new and advance software functions

Shift assignment: Night Shift

The QA Engineer II is responsible for testing of all software product changes.  The incumbent partners with internal and external stakeholders to ensure products conform to the desired quality standard.  This role requires technical skills and a high degree of problem solving skills.  The individual will be expected to actively contribute towards the team and organizational goal of continuous process improvement.  This role requires strong communication skills and the ability to work well with others.  This role will focus on configuring and setting up test automation.

1. Soft Skills

• 1. Ability to work well under pressure.
• 2. Ability to work well with others.
• 3. Ability to be flexible and adapt to changes quickly.

2. System Analysis

• 1. Learns and maintains knowledge of the business applications for the products being tested.
• 2. Follows software testing corporate standards.
• 3. Keeps stakeholders updated with testing status.
• 4. Maintains test scenarios and test cases.

3. Test Planning and Execution

• 1. Performs test planning activities as required.
• 2. Creates and modifies test cases.
• 3. Creates and modifies test data.
• 4. Executes test cases and records results in test management system.
• 5. Automation Testing – Set up and maintain automation tests and be involved with CI CD.

4. Defect Management

• 1. Identifies software defects.
• 2. Creates and manages assigned defects in defect management system.
• 3. Determines defect severity based upon corporate standards.
• 4. Works with Agile team and stakeholders to communicate defect information.
• 5. Retests defect when issue has been resolved.
• 6. Provides additional documentation to software engineers as required