Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:What We DoRecognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Job Responsibilities● Manage the Problem Management queue to address underlying causes for incidents and drivecontinued improvement in service availability.● Inform stakeholders of current information through timely and regularwritten and verbal communications.● Conduct technical research, analyze and evaluate existing systems (operating systems,architecture, database, hardware platforms, network) to drive investigation on any reportedproblem.● Align the appropriate resources and serve as the liaison between Operations Team and theinfrastructure, development, and business groups to resolve critical problems in theenvironment.● Drive continued improvement on problem management processes across geographicallydispersed development and operations teams.● Drive continued improvement in system availability through problem identification andresolution.● Monitor KPIs that indicate the effectiveness of the Incident / Problem Management process.● Keep knowledge up-to-date with technical architecture developments across the platform.● Follow the company Code of Ethics and NICE policies and procedures at all times.● Communicate in an effective and professional way with customers in and outside of NICE."Skill and Qualification● 2 to 6 years of experience in a similar role providing support to users with a strong focus oninvestigation and analysis● Understanding and awareness of the ITIL Incident Management process and procedures iswelcome● Strong documentation and technical writing skills● Ongoing or completed studies in Computer Science, Systems Engineering are a plus.● Strong document management skills (creation and maintenance of documents, spreadsheets,and presentations● Intermediate knowledge and proficiency in Microsoft Excel (Pivot Tables, Vlookups, IFFormulas)● Effective communication - Intermediate to Advanced English is required due to the need ofcoordinating efforts across the global workforce● A technical, logical thought process● Problem-solving skills● Attention to detail is a must● Ability to stick to strict deadlines● Ability to prioritize and delegate● Willing to be flexible working on different shift schedules especially overnight shift● Excellent people skills at all levels● Ability to work in BGC Taguig● Demonstrated knowledge of reporting solutions and ability to advocate reporting solutions insupport of business goals and strategies.● An ability to analyze possible solutions using standard procedures and principles.● Must have the ability to receive a moderate level of guidance and direction.What we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.
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