Remar Padilla

Background

About Remar Padilla

Responsibilities: • Provide 2nd level end user support for standard infrastructure applications and services calls from APAC users which are escalated by the Service Desk 1st Level Support • Provide 2nd level end user support for user account related topics • Collaborate with other IT functions to seek new opportunities to make their processes more efficient, effective, and/or secure. • Active involvement and make recommendations to utilize and implement improvements to IT systems to meet needs. Determine/gather requirements to present possible solutions or improvements • Regular alignments with team members in other regions (APAC, EMEA, US) • Serve as regional expert & point of contact for incident escalation, feedback on 2nd level end user support & account management topics • Review and analyze end user tickets to improve the support process including knowledge management • Coordinate high complexity Incident and Problem using defined incident & problem management process • Support account management tasks related to onboarding, account lifecycle, • Conduct local account management tasks which cannot be handled by Global Account Management team • Support documentation tasks including knowledge management