Senior Specialist, Service Operations

White & Case LLP

4.4

(7)

Manila, Philippines

Why you should apply for a job to White & Case LLP:

  • 4.4/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 80% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • The Global Women's Initiative Committee's top priority is to ensure that women are retained, advanced and given leadership opportunities.
  • We have a full range of programs to support flexible work schedules and leaves of absence for both men and women.
  • White and Case has won six Women in Business Law Awards. Demonstrating their commitment to nurturing the careers of its women lawyers.
  • #2400006N

    Position summary

    oundaries. It's one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.

    Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.

    Position Summary

    The Senior Specialist - Service Operations reports to and supports the Service Operations Manager to oversee our incident response and resolution processes. They are responsible for ensuring the efficient and effective handling of incidents, minimising their impact on business operations, and preventing future incidents from occurring.

    The Senior Specialist works closely with all Service Management, Support and Compliance teams to ensure policy and procedure conformance, identify and drive service improvements, perform overall risk and impact assessments of operational processes and collaborate with Technology fulfilment teams on best practice, performance insights and adherence to current operational policy and procuredues .

    Our Functional Area

    Technology at White & Case plays a key role in enabling our lawyers is practicing law around the world.

    Our team comprises of three functions: Business Services - who maintain, develop and support our enterprise systems, Operations - who design, build and support our communications and data centre operations, and Support Services - who provide desktop, meeting and training support in the Firm's offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.

    Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.

    Working closely with our business services colleagues in support of the Firm's Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm's global operations.

    Duties and Accountabilities 1

    Primary responsibility for IT Incident Management Policy & Procedural documentation being up to date and aligned to White & Case Audit & Compliance requirements

    Develop and implement incident management strategies, policies, and procedures to streamline incident response and resolution processes within the IT Service Management (ITSM) tool.

    Day to day maintenance of the Incident Management module and related tools

    Regularly monitor and analyse incident data to identify trends, patterns, and root causes, suggesting improvements to prevent future incidents.

    Conduct incident post-mortems, documenting lessons learned and implementing corrective actions to enhance incident management processes.

    Stay up-to-date with industry best practices, emerging technologies, and regulatory requirements related to incident management, ensuring compliance and continuous improvement.

    Serve as the primary point of contact for escalated incidents, resolving conflicts, making decisions, and ensuring timely incident closure.

    Develop and deliver incident management training programs to enhance skills, provide guidance, training, and support to ensure the highest level of incident handling and resolution.

    Produce regular reports and presentations for senior management, highlighting incident management performance, successes, areas for improvement and actionable insights.

    Participate in testing and deployment activities related to patches and upgrades.

    Work closely with the Service Operations team and related ITSM modules to assist with tasks carried out by other Service Managers

    Additional Responsibilities:

    Maintain an attitude and behavior in keeping with our Technology Guiding Principles.

    Maintain a high level of professional and technical knowledge.

    Maintain a professional demeanor at all times.

    Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible. Approval for all overtime must be obtained, in advance when possible, from your line-manager.

    Remain flexible with shift hours and lunchtime based upon the needs of the group.

    Uphold firm, office, departmental and team policies and procedures.

    Contribute to team effort through communication, cooperation and coordination with other team members.

    Regular, predictable attendance is required with the mandatory utilisation of the firm's attendance system (where in use).

    Undertake any other reasonable duties as requested by IT management.

    Why you should apply for a job to White & Case LLP:

  • 4.4/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 100% say women are treated fairly and equally to men
  • 100% would recommend this company to other women
  • 80% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • The Global Women's Initiative Committee's top priority is to ensure that women are retained, advanced and given leadership opportunities.
  • We have a full range of programs to support flexible work schedules and leaves of absence for both men and women.
  • White and Case has won six Women in Business Law Awards. Demonstrating their commitment to nurturing the careers of its women lawyers.