Associate eCommerce Administrator (Associate Professional)

Philippines | Taguig City, Philippines
Job ID: 33798

Job Description

Position at Ingram Micro

 

 

Job Description

 

 

Section 1:  Identifying Information

 

Position Title: 

Associate Professional, Enterprise Integration-PHL

Job code:

152256PHL

Grade:

7

Date Prepared:

November 30, 2019

Reports to:

Supv, Enterprise Integration

Prepared by:

Dennis Carlos

Department:

Global Information Technology (GIT)

Business line:

Global eCommerce

Positions reporting to this position

None

Target team size:

9

Country/City:

Philippines / Taguig City

 

 

 

Section 2:  Position Summary

 

This position is responsible for administration and support of various software platforms like Microsoft .Net, Oracle Endeca, SQL Server, SMTP Servers, JBoss Enterprise Application Platform, Docker, IBM WebSphere Application Server, Microsoft IIS, Apache Web Server, Nginx, LDAP, Siteminder Policy Server, Subversion, TIBCO, and Seeburger running on either Windows or Linux platforms. This role also involves providing support to web technologies such as .NET Framework 3.5 or higher, MVC, ASP.Net, C#, CSS, XML, JavaScript, SQL, RDBMS, Visual Studio, TFS, and FTP. This person is responsible for ensuring highest levels of reliability, uptime, consistency and performance of the e-Business platforms to support business strategy, vision, and goals.

 

This position is based in Taguig City, Philippines and requires the associate to be onsite during core business hours and to be accessible during weekend and off-business hours. Fresh graduates may be considered for this role if they can exhibit basic Ingram Micro competencies and basic knowledge in Application Development, Middleware, or Application Support. Recommended qualification for this role shall be one to two years’ experience in supporting/developing business applications or managing the infrastructure of these applications.

 

 

Section 3:  Responsibilities, Supporting Actions & End-Results

 

Major Responsibility:Service Request Management (REQ)

Knowledge of the tools and processes to complete a service request. The ability to identify requirements and deliver the task. The ability to communicate with stakeholders (internal/external) to provide updates on the service requests and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Evaluate if request is properly assigned to group.  Inform requester if inappropriately assigned.
  • Determine task requirement / review existing runbooks/procedures. Assess if tasks need a senior resource to fulfill. Endorse to senior resource as needed.
  • Review the emails/ related documentation for the request.
  • Accept the request.
  • Check for completeness of information provided. Request additional information from requester as needed.
  • Deliver the task based on the specific functional requirement/s. Implement using standard procedures/runbooks.
  • Secure confirmation from the requestor. Send any relevant details needed to confirm completion.

 

 

End Results:

  • Closed Simple to Medium Service Request.
  • Analyze, Own, Fulfill and Close the Service Request within SLA and Quality expected.

 

Percentage:20%

 

 

Major Responsibility:Incident Management

Knowledge of the tools, processes and existing operating environment to identify problems to be solved. The ability to evaluate the problem and identify potential solutions. The ability to assign incidents following determination of available skillset for the scope required. The ability to initiate and accomplish identified solution to the problem. The ability to communicate with stakeholders (internal/external) to provide updates on the incident and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Evaluate severity level of the incident.
  • Identify the potential problem that need resolution.
  • Confirm group assignment is appropriate based on initial diagnosis. Consult and seek assistance with senior resources as needed. Reassign to appropriate group once validated and update incident journal.
  • Perform troubleshooting based on standard procedures and runbooks.
  • Take ownership of the ticket and update incident journal with findings from troubleshooting.
  • Implement the identified break/fix procedure. Inform the incident stakeholder. Document the steps taken to resolve in the incident journal.
  • Ensure resolution is provided within SLA.
  • Secure confirmation and close the ticket.

 

 

End Results:

  • Simple to Medium Service Resolution.

 

Percentage:30%

 

 

Major Responsibility:Change Management

Knowledge of the tools, processes and existing operating environment to complete a change request. The ability to conduct risk analysis and assess change readiness. The ability to apply change management process in building strategy to support adoption of the changes required. The ability to communicate with stakeholders (internal/external) to provide updates on the change requests and needed escalation, accurately and on a timely manner.

 

Supporting Actions:

  • Check details of assigned change/task. Assess and validate requirement.
  • Review related emails/documentations for the tasks/change. Propose design/solution.
  • Validate steps and ensure comfortability with the steps as indicated in the implementation plan.
  • Validate or provide estimate to ensure that implementation window given is sufficient to complete the task.
  • Validate/ensure/familiarize backout steps (if applicable).
  • Accept the task/change and confirm with stakeholders.
  • Secure / gather / follow up, if necessary, the required approval to implement the change.
  • Implement the tasks as indicated in the technical implementation plan.
  • Update task/change status based on the result of implementation.
  • Securing confirmation from the requestor/ sending of details of completed tasks.

 

End Results:

  • Simple to Medium Change Success Rate.

 

Percentage:10%

 

 

Major Responsibility:Event/Alert Management

Knowledge of the tools, processes and existing operating environment to manage events and alerts. The ability to monitor all events that occur through the IT infrastructure.

 

Supporting Actions:

  • Operate tools and dashboard to monitor overall systems health.
  • Perform regular systems health checks and reports.
  • Validate alerts and business impact.
  • Triage to determine ownership.
  • Create and assign the ticket after determining the validity and ownership of the event/alert.
  • Design tools and dashboards to monitor overall systems health.

 

End Results:

  • Event/Alert to Incident Prevention.

 

Percentage:20%

 

 

Major Responsibility:Coding and Debugging

Knowledgeable in the process of detecting and removing of existing and potential errors in the code that can cause business transaction failure and unexpected result. And ability to apply necessary fix/solution either by temporary or permanent fix by performing mapping update or configuration the current tools used.

 

Supporting Actions:

  • Ability to identify, investigate and apply necessary solution to current problems and any potential issues.
  • Able to communicate with the customer and stakeholders the fixes and logic that will apply to the existing business requirements.
  • Can analyze the design/issue and translate the design into code.
  • Escalates issues or gaps in the design/resolution approach.
  • Communicates with other teams or groups to fix code issues.
  • Can investigate and determine the root cause of an issue.

 

End Results:

  • Fully-working module or application with minimal defects.

 

Percentage:10%

 

 

 

Major Responsibility:Administrative Tasks

Knowledge of the tools, processes and existing operating environment in ensuring continuous effort on requests, incidents, changes and critical alerts. The ability to manage handover details to ensure continuous monitoring and resourcing.

 

Supporting Actions:

  • Accurate and timely clocking of worked hours in Kronos, SAP CATS and Plan Port.
  • Compliance to company policies and timely completion of mandatory training.
  • Responds to communications in a timely manner.
  • Accepts tasks as distributed by the team lead.
  • Creates reports when requested.

 

End Results:

  • Adherence to all company policies.

 

Percentage:5%

 

 

 

Major Responsibility:Bridge Call Management

The ability to handle high priority or critical issues in a bridge call.

 

Supporting Actions:

  • Attends to calls during shift or if on-call.
  • Provide technical expertise on the issue, e.g. program impacted, job impacted, etc.

 

End Results:

  • Participate in the resolution of incidents.

 

Percentage:5%

 

 

Section 4:  Decision Making Authority Level

 

Decisions free to make:

      Firefighting production issues raised via incidents.

      Fulfillment of Service Requests raised by users or other support groups with or with less supervision from Senior associates.

      Propose functional solution or design changes for production issues or small enhancements subject for review of the product owner and with the help of the more senior associates.

 

 

Section 5:  Scope/Dimensions

 

      Collaborates with Web and B2B teams located in the US and India.

      Part of the local team of around 26+ headcount and part of an IT organization of around 300+ headcount.

      Ensures that requests, incidents, RFCs, and problem tickets are handled with urgency and completed in compliance with published SLAs.

 

 

Section 6:  Job Qualifications and Educational Requirement

 

      Graduate of any IT Related 4- or 5-year course.

      One to two years’ experience in application support, development, or server administration involving Microsoft .Net, Oracle Endeca, SQL Server, SMTP, FTP, JBoss Enterprise Application Platform, Docker, IBM WebSphere Application Server, Microsoft IIS, Apache Web Server, Nginx, Oracle LDAP, CA Siteminder Policy Server, Subversion, TIBCO Administration & Designer, and Seeburger.

      One to two years’ experience in providing support to web technologies such as .NET Framework 3.5 or higher, MVC, ASP.Net, C#, CSS, XML, JavaScript, SQL, RDBMS, Visual Studio, TFS, and SOAP. Hands on experience in XML structures (XSD, XSLT, and WSDL).

      Familiar with MS Office Suite (Excel, Word, PowerPoint).

      Basic knowledge in both Windows and UNIX/Linux Server Administration.

      Basic knowledge about DNS, DHCP, Networking, VMware, Storage, and Active Directory.

      Basic knowledge in Docker, Nginx, Jenkins, Subversion, SQL/Oracle Database Administration.

      Basic knowledge in PowerShell, DOS, and Linux Shell Scripting.

      Basic Server Log Analysis skills.

      Background in using tools such as ServiceNow, AppDynamics and Splunk.

Section 7:  IM Competencies

 

COLLABORATION AND INFLUENCE: Interpersonal Savvy

  • Able to develop rapport with others and recognize their concerns and feelings.
  • Build and maintain long-term associations based on trust.
  • Help others.

 

Required Proficiency Level: SKILLED

      Relates comfortably with people across levels, functions and culture.

      Acts with diplomacy and tact.

      Builds rapport in an open, friendly and accepting way.

      Builds constructive relationships with people both similar and different itself.

      Picks up on interpersonal and group dynamics.

      Some recognition of on job conflict.

      May suggest solutions to conflicts.

      Somewhat aware of sensitive issues.

      Some tolerance of difficult people.

 

COLLABORATION AND INFLUENCE: Communicates Effectively

  • Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
  • Able to clearly present information through the spoken or written word.
  • Read and interpret complex information.
  • Talk with customers or clients.
  • Listen well.

 

Required Proficiency Level: SKILLED

      Is effective in a variety of communication settings, 1:1, small, large groups, or among diverse styles and position levels.

      Attentively listens.

      Adjust to fit the audience and the message.

      Provides timely and helpful information to others across the organization.

      Encourages the open expression of diverse ideas and opinions.

 

COLLABORATION AND INFLUENCE: Collaborates

  • Possesses business knowledge or experience that can facilitate understanding of cross-functional requirements to achieve the organization’s objectives.
  • Able to utilize such knowledge to connect the right dots and helps each business unit assume responsibility on a collaborative undertaking.
  • Performs consistently regardless of environment complexity.

 

Required Proficiency Level: SKILLED

      Works cooperatively with other across the organization to achieve shared objectives.

      Represents own interests while being fair to others and their areas.

      Partners with others to get work done.

      Credits others for their contributions and accomplishments.

      Gains trust and support of others.

      Fosters cooperation and collaboration in others through trust-building and relationships.

      Creates a culture of accountability.

      Works in partnership with others.

 

COLLABORATION AND INFLUENCE: Builds Networks

  • Able to identify key people to bring about change and understand underlying political dynamics of work.
  • Develop a network of contacts and target specific influential people to reach goals.
  • Be aware of significant contributing factors to manage change.

 

Required Proficiency Level: SKILLED

      Can use common sense.

      Recognizes social networks at work.

      Recognizes politics and avoids mistakes.

      Generally aware of differences in people.

 

COLLABORATION AND INFLUENCE: Persuades

  • Able to convince others in both positive or negative circumstances.
  • Use tact when expressing ideas or opinions.
  • Present new ideas to authority figures.
  • Adapt presentations to suit a particular audience.
  • Responds to objections successfully.

 

Required Proficiency Level: SKILLED

      Sometimes convinces others.

      Recognizes the need for tact.

      Can discuss ideas with authority figures.

      Willing to adapt presentations to audience.

      May respond to objections successfully.

 

RESULTS ORIENTED: Drives Results

  • Consistently achieving results, even under tough circumstances.
  • Has an overall achievement mindset, a bias for action, and eagerness to take initiative.

 

Required Proficiency Level: SKILLED

      Self-directing to get results.

      High level of past achievement.

      Achieves despite difficult personalities.

      High task orientation.

      Willing to sacrifice to get results.

      Has a strong bottom-line orientation.

      Persists in accomplishing the objectives despite obstacles and setbacks.

      Has a track record of exceeding goals successfully.

      Pushes self and helps others achieve results.

 

RESULTS ORIENTED: Ensures Accountability

  • Taking responsibility and owning up to commitment.
  • Being answerable for your actions and the actions of those you lead.
  • Able to take responsibility for actions and outcomes and persist despite obstacles.
  • Be available around the clock in case of emergency.
  • Give long hours to the job.
  • Demonstrates dependability in difficult circumstances and show a sense of urgency about getting results.

 

Required Proficiency Level: SKILLED

      Follows through on commitments and makes sure others do the same.

      Acts with a clear sense of ownership.

      Takes personal responsibility for decisions, actions, and failures.

      Establishes clear responsibilities and processes for monitoring work and measuring results.

      Designs feedback loops in the work.

 

RESULTS ORIENTED: Action Oriented

  • Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.

 

Required Proficiency Level: SKILLED

      Self-directing to get results.

      High level of past achievement.

      Achieves despite difficult personalities.

      High task orientation.

      Willing to sacrifice to get results.

 

TEAM LEADERSHIP: Drives Engagement

  • Able to exhibit a can-do approach and inspire associates to excel.
  • Use competition to encourage others.
  • Develop performance standards and confront negative attitudes.
  • Develop a team spirit.

 

Required Proficiency Level: BASIC

      Bland communication style.

      Rarely sets positive example.

      Limited coaching/counseling skills.

      Limited awareness of goals.

      Socially isolated.

 

TEAM LEADERSHIP: Builds Effective Teams

  • Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
  • Able to share due credit with coworkers.
  • Display enthusiasm and promote a friendly group working environment.
  • Work closely with other departments as necessary.
  • Support group decisions and solicit opinions from coworkers.
  • Display team spirit.

 

Required Proficiency Level: BASIC

      Doesn’t create a common mindset or challenge.

      Fails to recognize that morale, recognition, and belongingness are integral ingredients of effective teams.

      Prioritize and rewards individual efforts rather than team achievements.

      Doesn’t shape and distribute assignments in a way that encourages team work.

 

TEAM LEADERSHIP: Develops Talent

  • Developing people to meet both their career goals and the organization's goals.
  • Able to exhibit a can-do approach and inspire associates to excel.
  • Use competition to encourage others.
  • Develop performance standards and confront negative attitudes.
  • Develop a team spirit.

 

Required Proficiency Level: BASIC

      Doesn’t take time to work on development of others.

      Is a check-the-box developer, goes with the easiest option to fulfill talent development obligations.

      Doesn’t make use of available organization resources and systems to develop others.

      has difficulty identifying developmental moves or assignments.

TEAM LEADERSHIP: Instills Trust

  • Able to be tactful, maintain confidences, and foster an ethical work environment.
  • Prevent inappropriate behavior by coworkers.
  • Give proper credit to others.
  • Handle all situations honestly.

 

Required Proficiency Level: SKILLED

      Follows through on commitments.

      Is Seen as direct and truthful.

      Keeps confidences.

      Practices what he/ she preaches.

      Shows consistency between words and actions.

 

STRATEGIC AND GLOBAL MINDSET: Global Perspective Trust

  • Taking a broad view when approaching issues.

 

Required Proficiency Level: BASIC

      Is narrow in thinking and problem solving.

      Focuses on the here and now, shows little interest in the future or global issues.

 

STRATEGIC AND GLOBAL MINDSET: Strategic Mindset

  • Ability to synthesize complexity.
  • Makes informed decisions in ambiguous, uncertain situations.
  • Develops strategic alternatives and identifies associated rewards, risks, and actions to lower risks.

 

Required Proficiency Level: SKILLED

      Is able to cope with some complexity and ambiguity.

      Able to analyze strategies but does not yet generate strategies.

 

STRATEGIC AND GLOBAL MINDSET: Cultivates Innovation

  • Creating new and better ways for the organization to be successful.
  • Able to challenge conventional practices.
  • Adapt established methods for new uses.
  • Pursue ongoing system improvement.
  • Play with concepts and ideas to create novel solutions to problems.
  • Evaluate new technology as potential solutions to existing problems.

 

Required Proficiency Level: BASIC

      Stays within comfort zone rather than experimenting with new ways of looking at things.

      Presents ideas that are ordinary, conventional, and from the past.

      Tends to be critical of others' original ideas.

      Has a style that discourages the creative initiative of others.

 

STRATEGIC AND GLOBAL MINDSET: Optimizes Work Processes

  • Strives for high quality performance and takes initiative to make improvements and deliver results.

 

Required Proficiency Level: BASIC

      Takes several tries to produce quality work.

      Often inconsistent in quality of effort.

      Only follows standards.

      Neglects to test new methods.

 

CHANGE AGENT: Being Resilient

  • Able to maintain a solution-oriented approach while dealing with interpersonal conflict, hazardous conditions, personal rejection, or time demands.

Required Proficiency Level: SKILLED

      Adequate emotional control.

      Shows temper only with provocation.

      Reasonably calm under criticism.

      Some ability to manage conflict.

      Occasionally defensive.

 

CHANGE AGENT: Manages Ambiguity

  • Able to withhold actions or speech in the absence of important information.
  • Deal with unresolved situations, frequent change, delays, or unexpected events.

 

Required Proficiency Level: SKILLED

      Needs structure in some circumstances.

      Sometimes jumps to conclusions.

      Moderately able to tolerate delay.

      Can wait to speak.

      Can deal with ambiguous situations.

 

CHANGE AGENT: Self Development and Nimble Learning

  • Able to stay informed of current industry trends.
  • Learn and apply new concepts and demonstrate career self-reliance.
  • Identify own areas of opportunity and set and monitor self-development goals.

 

Required Proficiency Level: SKILLED

      Generally aware of new trends in field.

      Sometimes learns new concepts.

      Sometimes aware of personal weaknesses.

      Generally sets self-development goals.

 

CHANGE AGENT: Situational Adaptability

  • Adapting approach and demeanor in real time to match the shifting demands of different situations.
  • Able to remain open-minded and change opinions on the basis of new information.
  • Perform a wide variety of tasks and change focus quickly as demands change.
  • Manage transitions effectively from task to task.
  • Adapt to varying customer needs.

 

Required Proficiency Level: SKILLED

      Picks up on situational cues and adjusts in the moment.

      Readily adapts personal, interpersonal, and leadership behavior.

      Understands that different situations may call for different approaches.

      Can act differently depending on the circumstances.

 

CUSTOMER MINDSET TOP OF MIND: Customer Focus

  • Building strong customer relationships and delivering customer-centric solutions.
  • Able to demonstrate a high level of service delivery.
  • Do what is necessary to ensure customer satisfaction.
  • Deal with service failures and prioritize customer needs.

 

Required Proficiency Level: BASIC

      Is unaware of customer expectations.

      Acts on incomplete or inaccurate understanding of customer needs.

      Conducts work activities from an internal operational standpoint.

      Fails to build effective relationships with key customers.

 

 

CUSTOMER MINDSET TOP OF MIND: Business Insight

  • Having feedback and ideas about the true nature of something.
  • Knowledge in the form of perspective, understanding, or deduction.
  • Pays attention to the industry/ department and the drivers of the organization or team.
  • Understanding the agenda, issues, and concerns of the people they work with.

 

Required Proficiency Level: BASIC

      Does not understand how the business work.

      Is not up to date on current and future policies, practices and trends affecting the organization.

      Is unaware of how strategies and tactics work in the marketplace.

      Doesn’t take business drivers into account when planning and executing work.

 

CUSTOMER MINDSET TOP OF MIND: Balances Stakeholders

  • Anticipating and balancing the needs of multiple stakeholders.
  • Able to prepare for emerging customer needs.
  • Manage multiple projects.
  • Determine project urgency in a meaningful and practical way.
  • Use goals to guide actions and create detailed action plans.
  • Organize and schedule people and tasks.

 

Required Proficiency Level: BASIC

      Fails to show respect for others consistently, may be openly judgmental or critical.

      Has difficulty influencing without using power, limited charisma or influence.

      Limited curiosity about new ideas and experiences.

 

JUDGEMENT AND DECISION MAKING: Manages Complexity

  • Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

 

Required Proficiency Level: SKILLED

      Asks the right questions to accurately analyze situations.

      Acquires data from multiple and diverse sources when solving problems.

      Uncovers root causes to difficult problems.

      Evaluates pros and cons, risks and benefits of different solution options.

 

JUDGEMENT AND DECISION MAKING: Decision Quality

  • Making good and timely decisions that keep the organization moving forward.
  • Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues.
  • Able to use reason, even when dealing with emotional topics.
  • Review facts and weigh options.

 

Required Proficiency Level: SKILLED

      Makes sound decisions, even in the absence of complete information.

      Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.

      Considers all relevant factors and uses appropriate decision-making criteria and principles.

      Recognizes when a quick 80% solution will suffice.

 

JUDGEMENT AND DECISION MAKING: Financial Acumen

  • Maintains and applies a broad understanding of financial management principals to ensure decisions are fiscally sound and responsible.

 

Required Proficiency Level: THEORY

      A theoretical or classroom-based knowledge of this skill is sufficient for this level.

 

Section 8:  Other Information

Guidelines: Indicate any information that would be helpful in understanding the nature, scope or purpose of the position, or any unusual or hazardous conditions associated with performing the position.                                                                                     

 

  • On-call
    • May be asked to provide secondary or tertiary support during weekends / holidays.
    • Readiness to provide support to the team lead and primary support associate to address the overflow.

 

  • Regular weekend schedule
    • Will be required to work at the office during weekends/holidays (rotational basis).

 

  • Shifting schedule required
    • Will be required to work on three different shifts to cover 24x7 operation of the team.

 

 

 

 

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