Service Management Officer in Origas
Indra Philippines Inc

Role: Service Management Officer

Work Location: Ortigas_Temporary Work From Home until further notice

Work Schedule: Morning Shift

Employment: Regular

Task and Responsibilities:

Service Level Management

Assists in defining, documenting and updating the SLA

Prepares SLA Reports (analysis, justification and identification of action items to be

provided by the SDMs /SDLs)

Submits monthly SLA Reports to stakeholders

Develops /enhances SLA Report template and other monitoring tools template

Calculate, monitor and track penalties and rewards, if applicable, and provide report

Provide other SLA-related reports /statistics

Knowledge Management

Conducting process audit

Develops, documents, monitors and updates required policies, standards, guidelines,

processes and other supporting templates /standards

Closely coordinates with relevant personnel (e.g. Quality Manager, Process

Managers/Owners) for improvements

Monitor status and make follow up on identified action items

Facilitates meetings and prepares highlights and action items


Graduate of Industrial Engineering, Computer Science or Math-related courses

Very good verbal and written communication skills (both English and Filipino)

Very good with MS Word, MS Access, and Powerpoint

Excellent in MS Excel (can do macros and complicated formulas)

With experience in audit

With experience in process documentation

Good analytical skills


Familiar with ITIL concepts

Has taken ITIL Foundations training.

Has performed process audit activities

Has knowledge /experience with managed service delivery

Has knowledge on CMMI or CMMI for services

Company Overview

Indra in the Philippines

Indra in the Philippines is one of the leading IT services providers in the Philippines and in Southeast Asia. Indra has been operating in the Philippines since 1995, providing a wide range of services across across highly dynamic markets such as Energy and Industry, Telecommunications, Financial Services, and Public Administration.

Our parent company, Indra Sistemas, S.A. is headquartered in Madrid, Spain. It is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers world-wide. The multinational is a world leader in providing proprietary solutions in the Transportation, Air Traffic and Defense markets. It is the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait.

The Philippine office of Indra serves as the Southeast Asian strategic center of the company. We currently manage more than 200 projects, with experience in successful projects in over 15 countries spanning four continents, including Southeast Asian neighbors such as Indonesia, Malaysia, Vietnam, Bangladesh, Thailand. Our business also extend to clients in Spain, the United Kingdom and the United States of America. As a leading IT multinational, our local presence in the Philippines serves as a key strength as it assures our clients that they receive the full range of support throughout the lifecycle of any project engagement.

We are comprised of more than 1,200 top-flight IT professionals who have mostly grown within the organization and come from the leading universities in the country. Our consultants have undergone rigorous screening and training programs in order to maintain our level of excellence in providing the utmost in customer service to our clients.

The Philippine office is also a global competency center for offshore development projects worldwide through the Indra Software Labs in Manila. Together with 20 other high-performance software development centers around the world, the Indra Software Labs is able to provide nearshore-offshore local development and constant R&D to provide innovative solutions and services to Indra’s clients.

Job Summary

Company Name

Indra Philippines Inc


Metro Manila / NCR


2 - 3 years

Keywords / Skills

Service Management,ITIL Management,Problem Management




Business Analyst



Posted On

4th Jun 2021

Location Map

View Larger Map / Directions

11th & 12th Floors, Tower 1, Rockwell Business Center, Ortigas Avenue Pasig City