Alvin Alcantara

Global Head of IT Infrastructure Service Desk, leading multinational teams to deliver exceptional IT support services and drive operational excellence across global operations.

• Responsible for managing the performance and availability of support services & IT Asset to Orica’s global customer community. Provides leadership to APAC, EMEA, NA and LA regional service desk managers to ensure the effective and timely resolution of customer support needs.
• Define, set, embed and promote the consistent adoption of IT service desk policies, standards and procedures and ensure alignment with Orica’s IT strategy and business objectives.
• Conduct detailed planning of IT service desk activities, resources and projects including budgeting, workforce planning and financial management.
• Enforce procedures and policies to ensure that high quality service is delivered to customers and the effective and timely resolution of service requests and incidents.
• Managed diverse teams including IT Asset Management and IT Software and Licensing, ensuring streamlined operations and compliance with organizational standards.

Senior leader focused on leading strategic initiatives and teams to optimize service delivery, enhance operational efficiency, and elevate customer satisfaction across IT service operations.

• Oversee and lead strategic initiatives and teams responsible for delivering high-quality IT services.
• Maintain and prioritize overall responsibility for managing work queues, ensuring adherence to business Service Level Agreements and/or Service Level Objectives.
• Develop problem-solving guidelines, checklists, or other materials to assist staff in addressing recurring or routine user issues.
• Oversee successful completion of project management activities assigned to the teams.
• Develop problem-solving guidelines, checklists, or other materials to assist staff in addressing recurring or routine user issues.
• Lead, direct, evaluate, and develop staff across multiple teams to ensure timely and competent service delivery to end users.

Service Desk Manager and High Priority Incident Management, ensuring efficient resolution of critical issues and exceptional customer support.

• Managed the staff within the IT Service Desk and Incident management team. Manages and mentors team members.
• Provides guidance and oversight for incident management activities within a service desk environment.
• Works with the team and provides the Managers constant feedback regarding team performance, incident MTTR, client SLA measurements etc. Be prepared to offer solutions to any challenges encountered regarding missing KPI targets.
• Collects and analyzes data for trends and performance, utilizing various tool sets within the enterprise Works with direct reports on consistent process improvement opportunities