Joseph Joaquin

Experience

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  San Miguel Corporation

  Feb 1996 - Nov 1999

  Application Support Analyst
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  DHL

  Jan 1999 - Jan 2004

  Application Support Analyst / Helpdesk
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  DHL IT Services

  Jan 2004 - Jan 2006

  Senior Application Support Analyst
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  Sabre Airline Solutions

  Nov 2006 - Aug 2011

  Senior Application Support Specialist

  • Provide first-level support for all clients• Analyze specific implementation requirements.• Setup and configuration of web, application and database servers• Implement infrastructure changes to improve application performance and stability• Monitor and ensure connectivity to all third-party applications, e.g. GDS and PSPs.• Create and/or modify scripts to automate simple and complex tasks• Review and implementation of new support processes• Provide initial investigation and possible workaround for all production issues raised by clients• Coordinate with Project Managers all change requests raised by clients• Coordinate with clients and management all production and pre-production deployments• Perform test bookings to replicate production issues raised by clients. Show less

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  HP

  Aug 2011 - Oct 2013

  Technical Consultant III

  • Doing multiple roles (Box Owner, DBA, PR Spoc, and Change Manager).• Tasks as Box Owner (Handles Calendar schedules, Adhoc schedule Requests, Monthly reports, Downtime Communication and Coordination, Capacity Sign-Offs, Performance Monitoring, REP/Escalation - Recovery plan).• Actively monitor tickets owned by the team, making sure that tickets are handled within the corresponding Response Time and resolved within the corresponding Resolution Time.• Actively monitor and chase high severity incidents and urgent requests to ensure they are worked on continuously until resolution; provide regular updates to parties that need to be notified until high severity issue is resolved• Supports Manager in reviewing old unresolved incidents - check for correct ticket assignment, re-assign misrouted tickets to correct resolving group; follow-up with Support Groups on aging and unresolved incidents• Updates knowledge base systems to provide accurate troubleshooting guidelines. Show less

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  Hewlett Packard Enterprise

  Oct 2013 - Apr 2017

  Application Support Team Lead

  Capacity Manager / Lead• Responsible for end to end service delivery of Capacity & Performance Management team• Ensure that the team meets all service level commitments in managing the platforms.• Ensure that the team follows proper procedures and protocols.• Drive service, process, and capability improvements within the team.• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.• Manage service escalations and actively participate in escalation calls (REP calls) as necessary.• Provide coaching and mentorship.• Maintain healthy group dynamics.• Facilitate problem solving and collaboration.• Communicate team results (monthly service reporting) to the Service Delivery Manager.Security Manager / Lead• Plan, coordinate, implement and drive different security initiatives including account clean up, policy enforcement, setting new security controls.• Participate and work on different institutional audits and reviews like CSA, GSA, D&T.• Discuss issues/resolutions and other security items to different security stakeholders.• Work with DBA/Sys DBA to establish security controls/access on the DB• Coordinate with different teams on the security processes that will be established. Show less

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  DXC Technology

  Apr 2017 - Jun 2017

  Application Support Lead

  Capacity Manager / Lead• Manage and lead the Capacity & Performance Management team.• Responsible for end to end service delivery specific to Capacity & Performance Management team• Ensure that the team meets all service level commitments in managing the platforms.• Ensure that the team follows proper procedures and protocols.• Drive service, process, and capability improvements within the team.• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.• Manage service escalations and actively participate in escalation calls (REP calls) as necessary.• Provide coaching and mentorship.• Maintain healthy group dynamics.• Facilitate problem solving and collaboration.• Communicate team results (monthly service reporting) to the Service Delivery Manager. Show less

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  WTW

  May 2018 - now

  Key Responsibilities:• Escalation Management: Serve as the primary point of contact in the APAC region for escalations from internal teams or business colleagues regarding service delivery issues. Assess the urgency and impact of escalated incidents, determine appropriate response plans, and ensure proper escalation procedures are followed. Provide timely and accurate updates to stakeholders, including management regarding the status and progress of escalated issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.• Critical Incident Management: Assist with the response to critical incidents in the APAC region by ensuring swift and effective resolution to minimize impact on business operations. Participate in the communication and collaboration among technical teams and business stakeholders during critical incidents to drive timely resolution. • Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance. • Root Cause Analysis: Assist with managing effective Problem Management by conducting post-incident reviews to identify the root causes of major incidents and develop strategies for prevention or mitigation. Implement process improvements and best practices based on lessons learned.• Incident Reporting and Communication: Prepare and distribute timely incident reports, detailing the impact, resolution, and lessons learned to key stakeholders. • Business Collaboration and Optimization: Establish and maintain strong relationships with key business stakeholders to understand their business needs, alignment with service delivery, and address any concerns. Show less The Service Management Lead works closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.Key Responsibilities:• Develop and Improve IT Service Management (ITSM) processes including Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.• Establish Knowledge Management as a core practice within the Technology department, including a repository of knowledge, the practice of managing knowledge through iterative changes, and the sharing of knowledge to different levels of the organization.• Enable continual service improvement through the effective use of metrics and key performance indicators. • Support reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.• Support the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery. • Management of performance against agreed SLAs, (implement OLAs), KPIs, agreeing service improvement plans• Accountable for all Major Incident communications into the business by them and their team, ensuring reports communicated in a language the business understands.• Adopts a multi-skilled approach across Service Management and Support, demonstrating flexibility to help alleviate potential single points of failure.• Fulfil line management and supervision responsibilities of the Service Management team including mentoring team members, performing performance appraisals and ensuring career development plans are in place Show less The Manila Support Lead / Scrum Master role reports to the Manila Technology lead with matrix reporting to the Head of Service Management and Support. The role leads and shapes key support functions within the Service Management and Support group and provides end-to-end service lifecycle of IT services and incident management, supporting the execution of the business strategy and objectives.It also includes performing a scrum master role to oversee the production fix team to ensure on-time and high-quality delivery.Key accountabilities• Tailor and implement best practices and working standards to achieve the highest service and support quality, while continuously improving performance and the productivity of the service management and support team• Manage and facilitate support and production fix team to meet quality objectives and delivery targets• Promote effective service and support practices to meet/exceed SLAs and OLAs• Promote effective Agile Scrum practices to meet/exceed production fix team goals. Embrace and contribute to the team's Agile philosophy.• Prioritize and manage resource allocation based on changing business priorities and budget constraints• Support operational quality and continuous improvement for the business, delivering on key strategic and tactical objectives set by the global leadership team.• Ensure governance of system support and service incorporates industry best practice for high quality and consistent results• Partner with peers across disciplines (Business Solutions, Software Engineering, Client and Project Delivery) to ensure on-time and on-budget delivery of quality and resilient solutions.• Manage the Manila Service Management and Support Team’s budget under a cost management model Show less • Manage the Service Desk function ensuring all queries are dealt with by the team in a timely manner.• Act as an escalation point for all urgent and complaint cases ensuring prioritisation and expectation management.• Working with the business and Development teams to ensure a high level of quality service delivery meeting client expectations.• Encouraging continuous improvement within TAS systems by identifying trends and repetitive errors • Maintain system documentation and procedures • Focusing on both bugs and enhancements to streamline processes• Recognize the importance of developing positive relationships with other teams and individuals.• Mentor junior members of the team, and generally help with their development • Taking the lead in highlighting potential issues, ensuring all affected/interested parties are informed and provided with timely solutions Show less

  • Service Delivery Manager

    Jul 2024 - now

  • Service Management Lead

    May 2022 - Jul 2024

  • Manila Support Lead

    Jul 2020 - Feb 2024

  • IT Service Desk Manager

    May 2018 - Jul 2020