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
Agile Coach August 2021 – November 2022
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
Service Level Manager July 2019 – November 2021
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)
Delivery Line Manager March 2017 – July 2019
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
Support Team Leader January 2016 – March 2017
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
L2 Regional Support and Row Leader February 2013 – July 2016
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
