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Business Area: Cebu Customer Operations

Job Function:

The MPS Data Collection Specialist (DCS) manages and supports the technical implementation, deployment, and ongoing management of Technical Operations.

Responsible for the setup of the Data Collection Infrastructure during the contract implementation phase.

Responsible for the Data Collection Infrastructure performance during the contract lifecycle

Consulted by the Customer Focused Team at various moments in the steady state of the MPS contract.

Works closely with the customer facing teams – MPS Services, GEO TOMs and Worldwide Technical Operations.

Executes standard processes in support of the data collection infrastructure.

Contributes to and helps improve the Worldwide Best Practices in Technical Operations acting as Primary Point of Contact for accounts in steady state.

Roles, Responsibilities, and Authority:

  • To implement Back and Front Office Infrastructure:
    • Implement and install the selected DCI solution designed by the Geo Technical Operations Manager.
    • Work with Geo Technical Operations Manager to implement and install Secure Customer Connection (SCC) components.
  • To maintain and monitor the Back and Front Office Infrastructure:
    • Monitor and maintain the Data Collection Infrastructure by ensuring that all required customer data is received and perform regular system and user administration tasks. This includes but not limited to:
    • On-going monitoring and regular exception handling for all data elements needed to deliver Lexmark managed services. Examples would include ensuring that the data collection environment is collecting required page counts and device alerts to support regular customer billing and proactive services such as Consumables Management. Support these processes from a L1-L3 perspective, escalating to WW and/or geo teams as needed according to process.
    • Serve as L1-L2 support for the underlying system infrastructure used in the day-to-day delivery of data collection services. Serve as the front line triage and restoration team for the infrastructure, escalating to the WW SME’s and/or Lexmark IT as required.
  • To identify opportunities for changes and improvements within the Data Collection Infrastructure area:
    • Because the DCS is responsible of the Steady State activities execution, we are expecting the following to happen:
    • Identify opportunities for improvements
    • Identify and report negative trends and recurring anomalies to WWTO.
    • Articulate benefits and suggest action plan to WWTO for review.
    • Manage transformation projects per WWTO guidance.

Key Deliverables & Metrics: 

  • Data collection infrastructure uptime.
  • Number of LDCM instances, accounts and assets under control.
  • Operational metrics, incl. number of tickets processed / resolved and time spent to resolve.

Education & Experience:

  • Bachelor/Masters Degree in IT/Engineering
  • 1 to 3 years experience with Network Systems Printers is an advantage
  • 1 to 3 years experience and demonstrated success in a customer facing role

Competencies & Skills:

  • General (transversal) competencies:
    • Excellent oral and written communication skills
    • Intermediate to Advanced skills using standard office productivity tools (Microsoft Office Suite including Visio)
    • Successful candidates will have demonstrable experience working in a small team environment with a minimum of direct day-to-day direction
    • Successful candidates with have a bachelor's degree in a technical field such as CS, EE, CIS, etc. or demonstrable experience
  • Professional competencies:
    • Computer Science or related field (required)
    • 2-3 years of College experience with Java, C++, C#, VB .NET, HTML/JS UI, CCS, DOM, and Ajax
    • Demonstrate knowledge of formal design patterns
    • Some awareness / experience with Structured Query Language (SQL)
    • Awareness with software repositories
    • REST-based Web Services
    • Knowledge of scripting languages (PowerShell, JavaScript, VBScript, Perl, Python, Ruby) and/or experience
    • Experience with virtualization technologies

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