Paolo Martin Tamina

Service Management | 40%

• Lead dashboard reporting to monitor vendor performance and SLA compliance for PalawanPay stakeholders.
• Manage external support teams to ensure on-time, quality service delivery.
• Implement improved incident handling procedures to boost internal and vendor efficiency.
• Prioritize and assign tickets based on urgency and business impact.
• Serve as lead for evaluating and deploying the organization's ITSM solution.
• Supervise a small support team, ensuring effective incident resolution.

Data Analysis and Insights | 40%

• Use Redshift to analyze large datasets for financial reporting, fraud detection, and operational monitoring.
• Build reports to flag suspicious activity, data mismatches, and violations of business rules (e.g., invalid KYC transfers).
• Track service failures across internal systems and partners, enabling fast root cause resolution.
• Forecast error surges around peak periods to guide preemptive planning.
• Collaborate across teams to fix flawed logic, streamline processes, and drive data-driven decisions.

Application Support | 20%

• Deliver reports and dashboards with actionable insights for risk and performance.
• Manage incidents for key platforms (Mobile App, Back Office, Customer Portal), ensuring SLA targets are met.

• Manage and support the whole Global data warehouse system in Informatica Powercenter and Unix; This includes the Global data warehouse that stores data from different countries, treasury data that is being forwarded to multiple financial organizations, and data marts that are used by small Business units.
• Resolve low to high priority incidents on the GDW system. This includes but not limited to Break fixes, data issues, long running jobs, Deadlocks, Control framework issues, database issues.
• Creation of SQL DML queries to correct any data issues.
• Attend and solve some L3 related tickets.
• Attend to DWH-related user requests.
• Ensure that all batch jobs are completed for each day.
• Generate metrics and ETL data reports.
• Perform load catchups during outages and/or when needed.
• Run Ad hoc jobs to provide data as requested.
• Maintain knowledgebase on new and old recurring incidents.
• Proactively manage incident and request queues and ensure that all tickets are being worked on.
• Work with the source teams and development team to ensure data integrity.
• Gather and perform statistics on the loads to ensure loads are running smoothly.
• Mentor and provide development guidance to other team members.
• Hertz Car Rental services

• Develop Business Critical Reports on SAP Business Objects using best practices.
• Develop enhancements and fixes in ETL through Pentaho Data Integration tool.
• Develop enhancements and fixes in the semantic layer of the reporting tool.
• Work with a wide arrange of tools for process Improvement.
• Work with CI/CD tools to ensure continuous delivery.
• Work in an Agile framework.
• Publish documentations on fixes and enhancements.
• Attend to L3 support cases reported by Helpdesk.

• Monitor daily batch jobs in Control-M to ensure timely completion of the loads for the company's data warehouses, data marts, operational data stores and downstream applications (around 3000 individual ETL jobs).
• Ensure that all ETL batch jobs execute successfully during outages and scheduled maintenance windows.
• Investigate and resolve ETL load issues and data issues within the given SLA.
• Investigate and resolve data issues reported by Business.
• Proactively work on solutions to improve system performance and statistics and to reduce incident ticket influx.
• Maintain the data integrity and consistency of the whole data warehouse system.
• Attend to business requests on creation of BI dashboard and reports.
• Lead team on new projects and enhancements developed under Informatica PowerCenter.
• Engage in complex multi-platform (DB2,Oracle, SQL, Sybase data marts, ODS) ETL development projects and enhancements as required by business.
• Gather business requirements and translate technical requirements into ETL mapping modules.
• Provide hot fix/emergency code changes on showstopper production issues as needed.
• Design Informatica workflows and mappings for optimal system performance based on data warehouse principles and techniques.
• Develop mappings and workflows in Informatica.
• Develop SQL scripts for data transformation.
• Perform unit, data integrity, and systems integration testing on developed items.
• Deploy projects and enhancements in the production environment.
• Translate objects and tables in Sap Business Objects reporting tool.
• Create Unix scripts to automate execution of jobs for newly deployed projects.
• Develop SAP Business Objects reports as requested by Business.

• Create dashboard reports in ServiceNow to analyze operational data across 5 different teams from 3rd party vendors to ensure SLA compliance on incidents, requests and development items.
• Triage incident and request tickets to ensure that they are attended to according to business value and priority.
• Allocate resources accordingly on Projects, Enhancements, and Support.
• Proactively develop and implement process improvements with support teams to minimize incident ticket count and ensure that all business needs are fulfilled.
• Document development specifications, root cause analysis, and ticket resolutions.
• Assist management in allocating resources for support, projects, and enhancements depending on Ingram Micro Business team needs.
• Allocate budget provided by management across all application teams.

• Investigate the root cause of reported software issues (server level, backend- Database SQL, in-depth application level) within the given SLA.
• Gather and format live performance statistics to analyze system issues.
• Assist in user acceptance and Beta tests for software releases to client.
• Work closely with the development team for resolution on bugs and enhancements.
• Commit to software quality assurance tasks when needed. E.g. Smoke tests, performance stress tests, and bug fix verification.
• Manage virtual machines and development/production servers including DB maintenance and backups.
• Create incident reports through Salesforce.
• Take part in documenting software releases, release notes.