Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
References
Generic
Jennikar Magalong

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
Jennikar Magalong