Total 3 Manager information analyst job vacancies in Customer Service category in The Philippines

At EY, we develop you with future-focused skills and equip you with world-class experiences. We empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. 

We work together across our full spectrum of services and skills powered by technology and AI, so that businesses, people and the planet can thrive together.  

We’re all in, are you? 

Join EY and shape your future with confidence. 

About the opportunity 

We are looking for a techno-functional Low Code Support Analyst specializing in OutSystems to join our team. The ideal candidate will have strong analytical and technical skills, with hands-on experience in troubleshooting OutSystems applications /support and SQL (including advanced queries). This role requires excellent communication skills, a proactive mindset, and familiarity with Agile methodologies, stakeholder management, and low-code application environments.

Your key responsibilities 

• Provide Level 2 support for OutSystems applications, ensuring timely resolution of incidents and service requests.
• Analyze and troubleshoot application and data issues using OutSystems Service Studio, logs, and SQL queries.
• Collaborate with development, QA, and platform teams to escalate and resolve complex issues.
• Maintain documentation of support processes, known errors, and solutions.
• Monitor OutSystems application performance, logs, and integrations, proactively identifying areas for improvement.
• Engage with business stakeholders to understand requirements, pain points, and provide functional support.
• Participate in Agile ceremonies (stand-ups, sprint reviews, retrospectives) and contribute to continuous improvement.
• Support release management and deployment activities within the OutSystems platform.
• Write and maintain programmable code outlined in technical instructions and specifications for software applications and operating systems.
• Ensure adherence to best practices in low-code development and support, including performance optimization and security.

To qualify for the role, you must have

• Bachelor’s degree in computer science, Information Technology, or related field
• Minimally 6 years of software development experience with strong expertise in Java
• Proven experience in a techno-functional support role, in Outsystems.
• Strong hands-on experience with troubleshooting OutSystems based applications
• Proficiency in SQL (including advanced queries) for data analysis and troubleshooting.
• Excellent verbal and written communication skills.
• Experience working in Agile environments with cross-functional teams.
• Ability to manage stakeholders and communicate effectively with both technical and non-technical audiences.
• Strong problem-solving skills and attention to detail.

Ideally, you’ll also have 

• OutSystems certification (Associate / Professional Developer) is a plus.
• Experience in enterprise application support or digital transformation programs.
• Knowledge of ITIL practices and incident management tools (e.g., ServiceNow, Jira).
• Exposure to cloud platforms (Azure, AWS) and integration technologies (REST, SOAP APIs).
• Familiarity with CI/CD pipelines and release governance in OutSystems.

What we look for 

• Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry.
• An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. 

What working at EY offers 

EY offers a competitive remuneration package where you’ll be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements. Plus, we offer: 

Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. 

Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. 

Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. 

Company description 

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. 

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. 

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. 

All in to shape the future with confidence. 

Roles & Responsibilities

Description of Division/Branch

The Ops insights and Analytics team under the Service Management Division (SMD) oversees and leverage data to inform operations policy and optimise operational efficiency. The team seeks to actively sense-make data and deep dive into data to identify trends and issues and recommend actionable insights. 

SMD oversees service coordination and effective implementation of KidSTART programmes nationwide.  We also oversee the service management of Hospitals and cross-regional partners/stakeholders. The ops insights and analytics team is a key pillar of SMD.  

Key Responsibilities

• Build and maintain relationships with key stakeholders across divisions and within SMD to understand business requirements and ensure the data environment serves SMD’s needs effectively e.g. via the data architecture, quality, designing the correct process or system set up to enable automated data collection and subsequent ease of retrieval and analysis.  
• Sense-make, deep-dive, coordinate, collect and manage operational data with KSL divisions and teams, ensuring data is consolidated, structured, and ready for analysis and reporting. 
• Analyse operational datasets and prepare insights reports to strengthen programme implementation.
• Design, develop and maintain operational performance monitoring tools to empower and facilitate SMD business units data-related work, including building dashboards to track key indicators such as service delivery trends, case management and manpower and resource utilisation.
• Maintain data governance practices for programme operations, including adherence to data standards, and supporting appropriate data access and usage in compliance with organisational and regulatory requirements.
• Ensure proper documentation of processes, reports verification, administration of SSNet Accounts, etc.
• Support the administration and tracking of division’s budget and operational planning to ensure effective and sustainable programme delivery.

Competencies

• Strong proficiency in data and analytics tools such as Excel, Power BI (preferred) and Tableau with experience in data manipulation, visualisation, applied statistical analysis. Familiarity with predictive or trend modelling will be an advantage.
• Minimum 3-5years’ experience working with data, operations or programme analytics. Experience in the social service, non‑profit, public or community-sector is an advantage but not a pre-requisite.
• Good working knowledge of data governance practices, including data quality framework, metadata management, governance standards and role-based access controls.
• Strong planning and problem-solving skills; demonstrates initiative and innovation in developing and improving operational or data-driven solutions.
• Meticulous and organised, with strong administrative, facilitation, communication and knowledge management skills, and the ability to translate data into clear and actionable insights for diverse stakeholders.
• Able to adapt to a fast‑paced, continuously evolving environment, and is confident navigating ambiguity when priorities or requirements shift
• Confident and collaborative team-player with strong interpersonal skills and ability to partner across different divisions.
• Familiarity with systems thinking, process automation tools (e.g. Robotic Process Automation), track record with applying AI tools effectively in service delivery, will be an advantage.

WELCOME TO SITA

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As Regional Senior Manager of Customer Experience Management (CxM), you will lead the regional CxM team to execute the global CxM strategy, ensure consistent customer engagement excellence, and demonstrate measurable business value across your region.

You will bring the CxM function from transformation to high-impact steady-state operations — ensuring consistent governance, predictable delivery, and tangible value creation for customers and SITA. The role is based in Singapore and reports to the Global Head of Customer Experience Management, Aircraft BU. 

Your role combines strategic leadership, operational discipline, and executive customer partnership — ensuring customer satisfaction, retention, and commercial growth.

WHAT YOU WILL DO

• CxM Execution & Maturity
• Execute the global CxM framework across the region, ensuring adoption of defined engagement models, governance, and tools.
• Embed customer segmentation and engagement cadences in all accounts.
• Ensure the team delivers consistent and value-based customer management aligned to global KPIs and playbooks.
• Identify opportunities to further mature the function — improving quality, efficiency, and customer impact.
• Customer Partnership & Escalation Management
• Act as the executive sponsor and escalation leader for key regional customers.
• Build and maintain trusted relationships with senior customer stakeholders to enhance collaboration, satisfaction, and retention.
• Manage major escalations end-to-end: communication, action plans, leadership visibility, and resolution.
• Drive Service Improvement Plans (SIPs) and ensure lessons learned are institutionalized.
• Commercial & Contract Value Optimization
• Ensure CxM activities clearly demonstrate value delivered vs. contract, supporting renewals and expansion.
• Partner with Commercial and Product Marketing teams to ensure alignment on renewals, upsell opportunities, and value-based adoption strategies.
• Embed commercial acumen across the CxM function to balance customer advocacy with business growth objectives.
• Operational Excellence
• Ensure accurate and timely input into Leadership Team Fleet meetings, CxM monthly performance reports, and business capacity planning cycles.
• Monitor customer health metrics (CSAT, NPS, retention, contract value) and act on trends.
• Customer RAG Management: Reduce the number of Red and Amber key customers in the region month-over-month through well-defined and executed resolution plans.
• Drive continuous improvement and efficiencies across core team processes.
• Challenge the status quo by identifying inefficiencies, questioning legacy processes, and driving continuous improvement across customer engagement, governance, and internal ways of working.
• Leadership & Team Development
• Lead and develop a regional team of approximately 10–15 Customer Experience specialists.
• Set clear goals, expectations, and development paths aligned to global and regional priorities.
• Foster a collaborative, accountable, customer-centric culture.
• Coach and mentor team members to enhance skills, business acumen, and customer engagement capabilities.
• Manage career progression, and learning initiatives to build a resilient, high-performing team.
• Ensure effective communication, motivation, and engagement through regular team meetings, performance reviews, and recognition practices

WHO YOU ARE

• 10+ years’ experience leading Customer Success or Experience teams in complex B2B IT environments supporting mission-critical systems, networks, or IT platforms.
• Strong ability to manage large, diverse teams and drive successful change-management transformations

• Proven track record in executing global strategies regionally and raising organizational maturity.
• Strong experience managing executive-level customers and critical escalations.
• Demonstrated ability to drive customer retention, upsell, and measurable business value.
• Excellent operational discipline, reporting, and KPI management skills.Strong commercial acumen with experience driving contract value optimization and revenue retention, and ability to partner with Sales and Product organizations.
• Exceptional communication, influencing, and leadership skills across cultures.
• Bachelor's degree in IT, Telecom or Business or equivalent
• ITIL Service Management experience

Nice to have

• ITIL or Customer Success certifications.
• Proficiency in additional languages.
• Aviation industry experience.

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.