Jennikar Magalong
Manila
Summary
Results-driven IT Leader with over 10 years of progressive experience in service delivery, operations management, and technical support across the telecommunications and fintech sectors. Proven ability to lead cross-functional teams, streamline IT operations, and drive continuous improvement aligned with SLA and business goals. Adept at crisis management, automation, and stakeholder engagement. Seeking a leadership role as a Service Delivery Manager, IT Manager, or Operations Manager to contribute strategic value and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Apollo Global (ICT Company)
10.2023 - 06.2025
- Managed L2/L3 technical teams and oversaw AWS cloud monitoring (CloudWatch, WAF).
- Delivered 70%+ resolution rate at L2 without escalation.
- Developed SPLUNK apps and dashboards to track SLA and backlog metrics.
- Supervised Helpdesk and IT teams; handled hiring, coaching, and performance reviews.
- Executed Business Continuity Plans and IT security protocols post-system migration.
- Established and continuously refined service delivery processes to improve operational efficiency and customer satisfaction.
- Managed end-to-end delivery of IT services, ensuring alignment with SLAs and customer expectations.
- Oversaw cross-functional teams including Service Desk, IT Operations, and Supply Chain Support; ensured accountability and high performance.
- Acted as the escalation point for critical incidents and service requests; resolved issues while minimizing customer impact.
- Analyzed customer feedback and service metrics to enhance service quality and user satisfaction.
- Collaborated closely with developers and clients to ensure seamless communication and successful project outcomes.
- Led service review meetings to discuss KPIs, SLAs, and continuous improvement initiatives.
- Optimized resource planning and shift schedules to maintain workload balance and meet demand forecasts.
- Drove cost-effective strategies without compromising service quality.
- Implemented cloud-based technologies and automation tools across incident, problem, configuration, and demand management.
- Handled operations for TELCO (wired & wireless), Fintech operations, and multi-client environments.
- Led onboarding, training, and performance evaluations for operations staff; promoted a culture of growth and excellence.
- Delivered multiple projects for various clients, ensuring consistent service delivery and stakeholder satisfaction.
- Managed day-to-day service desk operations including shift assignments and SLA escalations.
- Conducted team meetings and coaching sessions to align goals and performance metrics.
- Evaluated incidents, outages, and business priorities to adjust staffing plans as needed.
- Supported senior leadership with customer experience improvement initiatives.
Service Delivery Manager
Healthnow Inc/KonsultaMD
11.2022 - 09.2023
- Delivered L2 support for critical IT incidents, resolving 70%+ of tickets monthly without escalation.
- Operated advanced support desk for escalated L1 inquiries, managing issues via ServiceNow/Remedy.
- Monitored AWS services (CloudWatch, CloudTrail, WAF) and collaborated with Infra teams for system health.
- Led SPLUNK projects: Developed 2 custom apps and dashboards for KPI tracking, SLA, backlog, and metrics.
- Acted as SME/L2 Lead, supported system migration, deployments, and UNIX-based maintenance.
- Worked closely with Dev teams to create tools and scripts for automation and issue resolution.
- Provided 24/7 on-call support and escalated issues as needed to L3 support.
- Mentored junior staff and led knowledge transfer initiatives to build L2 team capability.
- Managed service delivery, ensuring timely resolution of incidents, service requests, and project milestones.
- Oversaw Helpdesk and IT teams (network, server, dev), including hiring, performance reviews, and training.
- Built L1 Helpdesk teams post-migration and implemented Business Continuity Plans and Security Programs.
- Planned and delivered multiple IT projects, managing Jira workflows, access, and configurations.
- Maintained client relationships, ensuring satisfaction and clear communication of deliverables.
- Took ownership of critical production incidents, leading resolution efforts and post-mortem analysis.
- Tools & Technologies: AWS (CloudWatch, CloudTrail, WAF)
- SPLUNK
- ServiceNow
- Remedy
- UNIX
- Jira
- BCP/DRP
- Incident & Problem Management
- Monitoring Tools
- Scripting
- Dashboard Development
IT Service Delivery Manager
Accenture Inc.
05.2020 - 10.2022
- Provided Level I/II support for end-user applications and infrastructure under approved incident management processes.
- Identified, triaged, and resolved incidents while maintaining compliance with internal SLAs and reporting requirements.
- Escalated and tracked incidents to ensure timely resolution and proper communication with stakeholders.
- Maintained detailed knowledge of customer environments and contributed to continuous service improvements.
- Supported global Salesforce (SFDC) platform, SAP, and ServiceNow interfaces, including audit and compliance work (SOX).
- Assisted in IT audits by providing documentation and control reports, working with internal and external auditors.
- Owned and managed first- and second-line NetSuite support cases, ensuring timely response and resolution.
- Prioritized incoming tickets, maintained Helpdesk queues, and enforced SLA timelines and resolution tracking.
- Conducted routine NetSuite housekeeping tasks and applied best practices to issue resolution.
- Worked closely with NetSuite users and cross-functional teams to support BAU (business-as-usual) operations.
- Delivered end-user training and documentation to improve system usage and reduce recurring issues.
- Collaborated with the NetSuite ERP team (functional and technical roles) to support system enhancements and stability.
Senior Technical Support Engineer
Amicassa Business Process Training Program
08.2016 - 03.2020
- Provided Level 1–2 support for Windows (XP/7), MS Office, Outlook, LAN/Wi-Fi, printers, Citrix remote access, and hardware (phones, tokens, scanners).
- Managed calls and emails, identified priority incidents (IMP1), and ensured proper ticket logging and escalation.
- Administered Active Directory: user account provisioning, email/SIP setup, shared mailboxes, and group membership.
- Troubleshot Citrix issues and managed remote access components (Vasco tokens, CMC, Java, Citrix Receiver).
- Led Salesforce administration tasks: user roles, field/object customization, data imports/exports, and campaign support with marketing teams.
- Handled ticket lifecycle: investigation, analysis, coordination with other teams, root cause analysis, and SLA-based resolution.
- Managed team rostering, leave planning, and queue balancing to meet call and service targets.
- Set IVR outage recordings, updated CMS queue priorities, and assigned incoming email ticket priorities.
- Acted as escalation point for critical incidents; followed up on DSAT (dissatisfaction) cases for feedback and resolution.
- Trained and mentored new hires, monitored their readiness post-training, and ensured adherence to internal processes.
- Collaborated with QA team for weekly calibrations and process audits to maintain service quality.
- Identified and proposed continuous process improvements across ticketing, user support, and call handling.
- Tools & Technologies: Windows XP/7
- Active Directory
- Outlook/MS Office
- Citrix
- Salesforce
- CMC
- IVR
- Printers/Scanners
- CMS
- LAN/Wi-Fi
- Service Desk Tools (Ticketing Systems)
Education
Bachelor of Science Administration - Financial Management
Adamson University
10.2015
Skills
- Technical Skills:
- IT Service Management (ITSM)
- Incident, Problem & Change Management (ITIL framework)
- NetSuite Administration & ERP Support
- Cloud Monitoring & Management (AWS CloudWatch, CloudTrail)
- Ticketing Systems (ServiceNow, Remedy, Jira)
- Active Directory & User Access Management
- Citrix Administration & Remote Access Support
- Network Troubleshooting (LAN, Wi-Fi, VPN)
- Hardware & Software Support (Windows OS, MS Office, Printers, Phones)
- Process Automation Tools (Incident, Problem, Demand Management)
- Data Analysis & Reporting (Splunk, Metrics Dashboard)
- Management & Leadership Skills:
- Team Leadership & Staff Development
- Performance Monitoring & Coaching
- Resource Planning & Shift Scheduling
- Cross-Functional Collaboration
- Stakeholder Management & Communication
- Training & Knowledge Transfer
- Vendor & Client Relationship Management
- Conflict Resolution & Escalation Handling
- Service Level Agreement (SLA) Management
- Process Improvement & Quality Assurance
- Operational & Analytical Skills:
- Capacity Planning & Demand Forecasting
- Business Continuity Planning (BCP)
- Operational Runbook & SOP Development
- Customer Feedback Analysis & Satisfaction Monitoring
- Risk Assessment & Compliance (SOX, IT Security)
- Project Planning & Delivery Coordination
- Workflow Optimization
- Incident & Crisis Management
- Soft Skills:
- Problem-Solving & Critical Thinking
- Effective Communication
- Time Management & Prioritization
- Adaptability & Continuous Learning
- Attention to Detail
- Team Motivation & Engagement
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
Accomplishments
- Managed 3 major production-critical system migrations with zero unplanned downtime.
- Built and scaled an L1 Helpdesk from the ground up post-migration, improving first-call resolution rate by 30%.
- Developed cost-effective shift scheduling and resource plans, improving SLA compliance by 20%.
- Led successful onboarding and knowledge transfer initiatives across 3 major teams.
Certification
- Certification in ITIL v3/v4 Service Management Framework.
- Atlassian Certified Professional credentials
Timeline
Service Delivery Manager
Apollo Global (ICT Company)
10.2023 - 06.2025
Service Delivery Manager
Healthnow Inc/KonsultaMD
11.2022 - 09.2023
IT Service Delivery Manager
Accenture Inc.
05.2020 - 10.2022
Senior Technical Support Engineer
Amicassa Business Process Training Program
08.2016 - 03.2020
Bachelor of Science Administration - Financial Management
Adamson University
References
References available upon request
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