Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
The role of the incumbent is to oversee and enhance the delivery of IT services to meet the organization's needs, ensuring efficiency, responsiveness, and customer satisfaction while maintaining high standards of service quality and reliability.
IT SPOC & GBF Site IT Team Lead
Education:
Master's/bachelor’s degree in MCA/ BCA, BE / B. Tech,
Experience:
3+ Years experience in IT Management with at least 2-3 years’ experience as a team leader or in an IT
department managerial role.
Mandatory Skills:
• Technical troubleshooting and problem-solving
• Vendor management and procurement
• Excellent communication and interpersonal skills
• Excellent time management, multitasking skills and strong problem-solving skills
Preferred Skills:
• Comprehensive Understanding of Network architecture and Client/ server
• Extensive experience in the delivery of IT incident and problem management
• Experience with Mac, Linux and Windows platforms
• Cloud and VDI Infra
Roles & responsibilities:
• Managed end-to-end IT service delivery operations, ensuring timely incident resolution and service request fulfilment.
• Led a team of [X] support technicians, providing coaching, training, and performance evaluations.
• Collaborated with stakeholders to define and document service-level agreements (SLAs) and operational procedures.
• Implemented ITIL-based processes, including incident management, problem management, and change management.
• Improved incident response time by [X]% through process optimization and team training.
• Monitored service metrics and generated reports to track performance and identify areas for improvement.
• Worked closely with vendors to manage hardware and software procurement, maintenance, and licensing.
• Conducted user satisfaction surveys to gather feedback and drive continuous service improvement.
• Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages
• Managing and reporting on allocation of IT budget
• Providing direction for IT team members
• Identifying opportunities for team training and skills advancements
• Ensure ICSAT, ESAT scores are maintained
Quezon City, Bridgetowne GBF Center 1Philippines