Albert Agustin
Product Owner - Service Management
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About
An enthusiastic individual with more than 10 years of experience in handling an account delivery of support, business analysis and project delivery in a supply chain environment. Extensive knowledge on IT service management, data visualization and reporting, continuous service improvements, and ITIL processes with a strong background on Agile ways of working.
A fast learner with good leadership, communication skills, coaching, mentoring, passion for improvement, tech savvy, and right technical skills required to propel the organization in achieving its goals and objectives.
- With over 1 year of experience as Agile Coach / Scrum Master and Product Owner
- Over 6 years of experience in IT Service Delivery (business analysis, support, ITIL processes)
- Over 10 years of experience in the IT Operations industry (SAP, ITSM tools)
- Proficient in Microsoft Office suite with 70WPM
- Actively volunteers for work life balance engagements
- Presents technical and soft skills training to employees
- Creates graphic teasers, announcements and video contents for work and non-work showcases
Experience
Product Owner, Service Management September 2022 – July 2023
Zuellig-Pharma Asia Pacific ROHQ | Makati, Philippines
- Engages stakeholders to gather requirements (business analysis), assess urgency and impact with an agile mindset
- Ensures product backlog is transparent, visible, understood, and prepared for sprint events
- Handles the ITIL processes for the organization
- Manages the budget intended for the markets and users of our ITSM and CRM tools
- Integrated HR functions into IT Service Management to make a holistic tool for the employees
- Acts as administrator for both FreshService and FreshDesk
- Manages and facilitates GROW coaching with 4 resources
- Automated work processes using APIs and orchestration using Freshservice to improve New Employee Onboarding
Zuellig-Pharma Asia Pacific ROHQ | Makati, Philippines
- Establishes and reinforces an agile mindset and processes within the organization
- Facilitates and moderates relevant events in the domain (3 product teams)
- Supports Product Owners in managing Stakeholders and achieving product goals
- Onboarded teams to agile ways of working, scrum, and Azure DevOps
- Established a CoP (Community of Practice) for Agile Coaches and Product Owners
- Administers the Azure DevOps tool and Yammer/Sharepoint pages related to Agile
Zuellig-Pharma Asia Pacific ROHQ, Makati, Philippines
- Reviews and Monitors service performance against established SLA/OLA agreements (tableau, powerBI, analytics)
- Initiates corrective action when service performance falls outside of agreed targets
- Maintains service catalogue for the whole organization
- Generates dashboard reports and identifies service improvements
- Implemented and Configured the ITSM solution in the organization (Freshservice)
DXC Technology | Manila, Philippines
- Acts as Service Level Manager for the run engagement, and acts as escalation to clients
- Facilitated service reviews with the customer and service improvement plans
- Managed the account support team and pipeline of projects as a Business Analyst.
- Generated Current Best Approach document to standardize processes among different vendors
- Engaged as Customer Service Manager for major incident handling, communicating updates to major stakeholders
DXC Technology | Manila, Philippines
- Primarily responsible for the compliance and target deliverable of the whole team of 14 resources
- Acted as Technical Escalation Manager for critical issues and rapid response team engagements
- Achieved consistent green metrics for SLAs for 12 months
- Implemented online KANBAN, to improve the handover process of the global team
- Outlook templates and browser bookmarks for standard and easy access to templates and links
DXC Technology | Manila, Philippines
- Functional and technical escalation of SAP Manufacturing modules (QM, PP, PM)
- Acted as backup Shift Leader and Global Row Leader
- Effectively reduced incident count by 16.22% for the region through SIPs, business calls and knowledge improvement
- Management of SLA ensuring >94% resolution rates leading to HP’s finest awards for Q1 and Q2 2015
- Generated job aids and creates KMDB for future reference of the team
- Supported and drived communications for implementation of follow-the-sun support structure
Education
Bachelor of Science in Electronics and Communications Engineering 2007 – 2012
University of Santo Tomas (WES Accredited - 4yr Bachelor’s Degree Equivalent)
