James Ian Roncal

Experience

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  FUJITSU ENTERPRISE SOLUTIONS

  Jun 2010 - Aug 2010

  Practicum Trainee for Recruitment

  Assisted the recruitment team during face to face interviews; Conducted phone interviews and background investigation of sourced applicants; utilized different sourcing tools to find qualified applicants per job openings and managed the 201 files.

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  Hewlett-Packard

  Nov 2010 - Jul 2012

  SAP BW L2 SUPPORT TECHNOLOGY CONSULTANT, ASIA Service Owner, Incident Process Owner

  SAP BW L2 SUPPORT TECHNOLOGY CONSULTANT, HEWLETT-PACKARD AP (HONGKONG LTD) Acts as Duty Manager on a daily basis includes doing health checks in all regional boxes. Solve issues raised by user within shift. Monitor loads every day and do necessary recovery if needed. Also act as Incident Manager SPOC for application. Ensure that Incident Management is followed within the application. Assist project team as service management SPOC for numerous projects by performing testing and reviewing all documents needed. SERVICE OWNER FOR ASIA, SAP BW L2 SUPPORT (August 2011 –July 2012)Ensure that the service work as expected. Led the resource SPOC in all system upgrades to ensure that no negative impact will occur after the upgrades. Oversee issue resolution for the service handled. Commended for great customer handling (Asia KU). ASIA has been one of the most stable regions amongst the 3 regions handled (Averaging 0 to 1 QD hits).INCIDENT MANAGEMENT PROCESS OWNER, SAP BW L2 SUPPORT (October 2011– July 2012)Revamp the audit guidelines of the team. Led the IM/FR clean up for regional BW. In-charge of handling all documentation and process improvement initiative for the process handled. Create incident management reports. Perform audit to ensure that process is followed. Conducts training for process handled. Participated in ISO20K Internal Audit. Show less

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  Hewlett Packard Enterprise

  Aug 2012 - Oct 2020

  Stabilization of Incident Management Process for SAP BW HANA team. Includes setting up an audit process for Incident Management, deleted/downgraded process and incident management reporting which includes metric reporting and out of SLA reporting. Handles all documentation, reporting, compliance and process improvement initiative for the process handled. Escalation point of contact for any process breach. Address the process concerns of the client. Work with the client to ensure that the process are beneficial to both businesses. Show less Design, create and lead a start-up Problem Management Process for SAP HANA. Includes creation of process documentation, process guidelines, process flow, process metrics, process control and process work instruction. Work closely with project manager and client to ensure that the process created will benefit the future mode of operations. Focused on proactive problem management. [OPERATIONS LEAD: January 2015 - March 2015] Handled 5 off shore resources and 1 on shore resources in the project. Ensure that the capability and skill set of the resource match the needed skill set of the project. Perform daily Incident Review and bi-weekly Problem Review to ensure that all the assigned task is being worked on by the resources. Show less INCIDENT MANAGEMENT PROCESS OWNER, HEWLETT- PACKARD AP (HONGKONG LTD) Standardize INM process across all regions of category handled. Led the revision of audit process to meet real perfect ticket measure. Handled 4 regions (ASIA, EMEA, LA and NA). In-charge of handling all documentation and process improvement initiatives for the process handled. Create incident management reports. Ensure that the target for all process metrics are met. Perform audit to ensure that process is being followed. Conducts training for process handled. Evaluate process efficiency and effectiveness, then create action plan on gaps identified. Identify process improvement opportunities and revise current process guidelines. Initial point of escalation for any process breach concerns. Highlights: Achieved an increasing trend in audit results (from red result of 70% to green results above 90% for 7 consecutive months). Out of SLA count also exceeds target, from an average of 90 open out tickets last Jan 2013. After a few months of owning the initiative, we have reduced the number of tickets to 33 in March 2013 and 25 in April 2013 and now we are down to 0 for all regions (achieving 0 Open Out Of SLA count for all manila based regions for 6 consecutive months – May 2013 to October 2013). 10% incident reduction count was also achieved. ISO20K/CMMI SPOC Arrange and lead quarterly process meeting to identify best practices and area for improvement per process area. Ensure that all process metrics of the processes are effective and efficient in bring values to the whole team. In-charge of handling all the coordination needed to ensure that the team will pass the ISO20K/CMMI certification. Includes organizing meetings, creating preparation and audit timeline, overseeing that documentation for processes are in place and being followed, working hand-in-hand with the quality team to ensure that the team pass the internal audit and ensure that site wide directions are being cascaded to the team. Show less

  • Process Owner / Manager (Incident, Event and Knowledge)

    Jun 2015 - Oct 2020

  • Problem Management Process Owner/ Problem Manager/ Operations Lead

    Jun 2014 - Jun 2015

  • Incident Management Process Owner/ INCIDENT MANAGER; ISO20K and CMMI SPOC

    Aug 2012 - Nov 2014
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  Hewlett-Packard

  Feb 2013 - Aug 2013

  CMMI FOR SVC TOWER SPOC

  Trained another team and my team’s process owners in CMMI for SVC process areas. Led the pilot teams in my tower in passing their first internal audit. In-charge of handling all the coordination needed to ensure that the team will pass the CMMI certification. Includes organizing meetings, creating timeline and conducting trainings to different teams.

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  DXC Technology

  Sept 2017 - now

  - Manages application systems focusing on building a strong client relationships - Manages the day to day operations of all teams under Core Data Lake and Core Data Hub Services.- Generates improved service performance for the client and growth for DXC.- Leverages ITIL standards, experience and team collaboration to monitor and maintain operation excellence and add value based on the client's business strategy- Identifies, manages and leads escalations using established processes- Manages Service Level Managers, Shift Leads and Process Owners to provide excellent support to the client- Applies DXC solutions to meet highly complex customer needs, including the development of new service delivery models- Acts as a trusted advisor to customers in shaping operational details, determining solutions, and/or advancing the acceptance of proposals- Understands and manages solution delivery to contractual scope, helping others to meet their contractual obligations- Acts as Service Integrator to different vendors of our client Show less Service Level Management for Core Data lake service.- Manages the day to day Operations of the team and work closely with the client Service, Operations, and Application Managers in managing the applications in-scope.- Manages the relationship with the Client and ensure continues service improvement - Owns the escalation process for the service- Manages the coordination with support teams for escalated issues including teams outside of the applications in-scope and own the coordination until the issue is fully resolved.- Proactively acts on tickets that is at risk of being breached (Out of SLA - service level agreement) by ensuring the right resources are pulled in.- Communicate any issues potentially impacting the business through proactive communications management.- Conducts regular service reviews with client- Delivers Service Reporting to client by using PowerBi as the reporting tool; performing in depth analysis on the issue trends. Show less

  • Global Delivery and Process Lead - Azure Core Data Lake & Data Hubs

    Nov 2022 - now

  • Service level Manager / Incident Management Process Manager

    Oct 2020 - now

  • Quality Systems Consultant / Process Consultant

    Sept 2017 - Oct 2020