System Operator

Recruiter
Location
Pasay City, National Capital
Salary
Competitive
Posted
12 Jul 2016
Closes
06 Jan 2017
Ref
160001H1_9
Sector
Renewables
Contract Type
Permanent
Hours
Full Time
Vestas offers you challenging career opportunities within a global organisation. As the world's leading supplier of wind power solutions, we have delivered more than 40,000 wind turbines in 65 countries. Over 16,000 employees are eager to welcome new, dedicated colleagues on our journey to a more sustainable future. Would you like to join us?

Vestas Remote Operations Center
Global Service

Remote Operations Center Manila is part of Vestas Global Service and is responsible in the following:
  • First level support for customers encountering Application issues.
  • Monitoring SCADA servers around the globe
  • Ensuring data collection from wind parks is complete and accurate.

Remote Operations Center Manila supports:
  • Helpdesk for customers requiring Application support.
  • Offsite IT Infrastructure alert monitoring for other wind parks across the globe to ensure connectivity of all the parks to the network, SCADA server is in working condition and Vestas critical services are running to minimize lost production factor of wind turbines.
  • Offsite IT Infrastructure alert monitoring and investigation for Macarthur Wind Park to meet high availability SLA with customer.
  • Day-to-day data collection of each and every turbines located in all wind parks across the globe. The team also manages the helpdesk support, data monitoring and DBA tasks related to the turbine data collection.

Responsibilities:
  • High-quality support, i.e. short response time and high resolution rate (email / phone / tickets)
  • Ticket handling (Receiving, documenting, prioritizing and distributing of service calls / emails)
  • Ticket resolution (incident resolution, request fulfillment)
  • Build strong familiarity/knowledge of business critical processes and services within Vestas customers, Global Service, TSS and Vestas as a whole.
  • Provides inputs for continuous operations improvement.
  • Proficiency in Incident and Business Critical Processes - ROC Customer Support are expected to build the strongest familiarity/knowledge of business critical processes and services within ROC and Vestas Global Service and Vestas as a whole. Coordination and collaboration with the business is essential to delivering the highest level of appreciation of IT efforts in resolving service faults that directly or indirectly impact the SCADA infrastructure and the business.
  • Training and Documentation - It is expected of all ROC Customer Support to be able to create and develop work instructions and/or technical manuals to be used as a general reference in the team.

Qualifications:
  • Education: BS Computer Science, IT or any business course graduate, or equivalent
  • Very good written and oral English communications skills
  • Strong coordination and interpersonal skills; team-player
  • Experience in supporting large-scale/global sites from a central remote location preferably in an IT Shared Service or Operations/Command Center environment
  • General knowledge and skills in supporting various IT technologies (Infrastructure and Systems)
  • Familiarity with Ticket Management tools / processes
  • Good understanding of ITIL processes
  • Willing to work on shifts - team is on 24x7 shift
  • Able to travel abroad if needed by the position.

Competencies:
  • At least two (2) years extensive experience on technical support / helpdesk function
  • At least two (2) years extensive experience in SQL scripting.
  • Related experience in any of the following: Infrastructure monitoring using Nagios, Windows Server Administration (2003 and above)
  • Strong business sense and focus on delivering excellent customer IT service
  • Certification in ITIL v3 is an advantage
  • Emphatic yet able to build customer rapport; able to drive people professionally including the management
  • Highly analytical and able to make quick decisions in resolving critical incidents/issues
  • Excellent reporting skills in both oral and written; experience in collaborating with different nationalities is a must.

What we offer:

We offer an exciting opportunity to join the world's leading producer of wind turbines. We highly value initiative, responsibility and the right balance between creativity and quality in all solutions. Our working environment is informal and we encourage a good balance between family and work.

Additional information:

Primary Work Location is Pasay City

WIND. IT MEANS THE WORLD TO US.
By joining Vestas, you join the only global energy company dedicated 100% to wind energy. Together with our customers, we have installed more than 51.000 turbines in over 70 countries, and we remain committed to increase that number via our superior, cost-effective wind technologies, products and services.

Since Vestas was founded in 1979, Vestas has achieved a market-leading position with more than 75 GW of installed wind turbines or around 19% of total global capacity.

Every day, everyone at Vestas works to make Vestas the undisputed global wind leader and the world's energy mix more sustainable - join us, and be part of ensuring a sustainable future for our planet.