Be One of Us! Trend Micro: Securing Your Journey to the Cloud

Want to be a part of the team that secures everyone's journey to the cloud?

Trend Micro Philippines is hiring highly-technical persons that will become part of our team.

What: Trend Micro Employee Hiring (Open to all IT Related graduates)
When: Mar. 14, 2011
Where: 8th Floor, Tower 2, The Rockwell Business Center, Ortigas Avenue, Pasig City 1600
...*Between Meralco and Medical City

Technical Support:

Consumer
Associate Systems Engineer
Responsibilities

• Take first-line inbound and outbound support calls from consumer clients via phone
• Log cases in CRM (Siebel);
• Share knowledge through technical sharing or training
• Continuously improve and upgrade technical knowledge and skills through training and certification
• Meet business objectives and team targets defined by SLAs and Scorecards
• Use existing knowledgebase and published solutions in resolving cases

Requirements

• Must be a graduate of Bachelor's/College Degree in any IT- or Computer-related course
• At least 6 months contact center experience is an advantage
• Knowledgeable in Windows Operating System
• Excellent oral and written English communication skills.
• Willing to work on SHIFTING SCHEDULES or NIGHT SHIFT
• Fresh graduates of Computer Science/Information Technology, Computer Engineering or equivalent are welcome to apply

Team Leader 
Responsibilities:

• Monitor engineer productivity based on targets set
• Monitor engineer adherence to case handling procedures and training targets
• Monitor and achieve customer satisfaction targets
• Monitor and maintain desired employee motivation
• Create Schedule and monitor adherence to schedule
• Evaluate performance of Engineers
• Handle Escalated Cases from Customer and Sales 

Requirements:

• Candidate must possess at least a Bachelor's/College Degree , Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
• At least 5 year(s) of working experience in the related field is required for this position.
• Preferably Team Leader / 5 Yrs & Up Experienced Employees specializing in IT/Computer - Software or equivalent.
• Required skill(s): Customer Service, Time Management, Inter personal Skill, People Management.
• Excellent Communication Skills (Verbal and Written)
• Excellent Problem Solving/Resource Management Skills
• Ability to use the phone system, desktop computer system
• Applicants must be willing to work in Ortigas, Pasig City
•  

Quality Assurance ManagerResponsibilities:
Responsible for managing all aspects of Quality Excellence with emphasis on continuing to improve operating results and strengthening underlying processes

• Responsible for the assessment and relevant discussion of concerns relating to yield, quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts and provide process improvements to address these
• Inspecting Quality Assurance work to ensure accuracy, thoroughness and professionalism
• Ensuring the monitoring of, and conduct of calibration sessions are held as per organization requirements
• Creating internal reports & communications to service delivery & training timely and consistently
• Interacting with operations and support groups regarding quality improvements
• Defining and implementing measurement systems to monitor & report QA effectiveness
• Assisting in the implementation of new Quality Technology

Requirements:

• Bachelor’s/College Level Graduate in any field
• At least 1 year of working experience in related field (as Manager/Supervisor) and at least 2 years relevant exposure to Quality Assurance in a BPO/IT Call Center Industry
• Preferably Assistant Manager/Manager specializing in Quality Assurance or equivalent gained from a BPO/IT Call Center Industry
• Excellent written and spoken communication
• Willing to work on shifting schedule and holiday
• Excellent cross-functional team coordination skills
• Excellent organizational, facilitation & presentation skills
• Ability to provide detailed, clear and professional performance feedback
• High degree of comfort and effectiveness dealing with people from diverse backgrounds
• Demonstrates commitment to high quality, customer service and client satisfaction.

Enterpise (ENT)/Small Business (SB)
Systems Engineers - North America, Asia Pacific & Latin America Regions 

Responsibilities 

• Take first-line inbound and outbound support calls from small business clients via phone
• Process e-mail support cases; Log cases in CRM (Siebel)
• Share knowledge through technical sharing or training
• Continuously improve and upgrade technical knowledge and skills through training and certification
• Meet business objectives and team targets defined by SLAs and Scorecards
• Use existing knowledgebase and published solutions in resolving cases

Requirements 

• 1 year experience in any industry with a general understanding of computer hardware and consumer/home edition operating systems
• Preferably with experience in installing and configuring Microsoft Windows operating system
• Preferably with good understanding of Internet technology and TCP/IP environment
• Intermediate understanding of Microsoft Office applications and Microsoft Windows accessories, including web browser and instant messaging software
• Preferably with Microsoft Windows certification or any networking related certifications (Cisco)
• Willing to work night shift

Senior Systems Engineers - North America, Asia Pacific & Latin America Regions
Responsibilities:

• Handle escalated (Level 2) cases of Trend Micro clients
• Manage open cases to resolution
• Log cases in CRM (Siebel)
• Share knowledge through technical sharing or training
• Continuously improve and upgrade technical knowledge and skills through training and certification
• Meet business objectives and team targets defined by SLAs and Scorecards

Requirements:

• IT Related Graduate, 4 or 5 year course
• Contact (call) center / Systems/ Network administration / Technical support experience (2+ years)
• Experienced in Network and/or Systems Administration and Troubleshooting (at least two years)
• Knowledge in Windows or Exchange 2000/2003 system administration
• Network services and/or devices administration (DNS, DHCP, AD, SMTP, WWW, Firewall, NAS, SAN, Network Appliances, routers, switches, etc)
• TCP/IP administration, Good working attitude, willing to work night shift
• Good English communication skills
• Learner, achiver, or competitor, with positive outlook/attitude
• Customer-oriented
• Applicants should be Filipino citizens or hold relevant residence status.

Technical Account Manager
Requirements:
Education, Experiences & Skills Desired (but not limited to):

• BS degree or equivalent combination of education and technical support experience in computer systems and/or computer networks required
• MCSE certification in Windows 2000 and above and OR Unix System Administration is a strong plus
• 3+ years TAM working experience
• Familiarity with Trend Micro products a plus

Technical Requirements:

• 3+ years handling technical escalations and/or technical account / client management  working experience<span>  </span>is a plus
• More than 2 years of complex troubleshooting and management experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, SMTP, HTTP, FTTP, IIS and firewalls
• More than 3 years knowledge in Microsoft Windows 2000/2003 and/or UNIX (AS/400 or S390) Operating Systems

Core Skills

• Solid multi-tasking and problem resolution abilities
• Demonstrated expertise in handling technical escalations and/or Consulting, with an ability to interface with a broad and diverse set of clients
• Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone is essential
• Above average verbal and written communication, customer service, and negotiation skills.

Operation Managers - North America & Asia Pacific Regions 
Responsibilities:

•       Develop short-term and medium-term plans that aim at improving the operations.  Monitor team productivity based on targets. Assist in the budget preparations and monitoring of expense items.

•       Forecast and schedule the daily, weekly and monthly workforce requirements, and allocate resources to ensure the availability of adequate staffing for providing exceptional service for customer calls and cases. Ensure acceptable level of technical and customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.

•       Ensure competence and continuity of qualified front-line support engineers through optimum selection process, coaching and monitoring, performance appraisal and motivation techniques.

•       Work with concerned groups to identify and define improvements for processes, and facilitate their resolution and implementation.

•       Together with Support Readiness Training and QA team, assess the training needs of the team and ensure participation of support engineers in both soft skills and technical training programs while maintaining control of operations.

•       Acquire in-depth understanding of company policies and support operational plans and processes. Ensure the policies and operation plans'/process' proper implementation and compliance.

•       Communicate relevant human resource, sales and marketing information to support engineers. Drives interdepartmental alignment/buy-in.

•       Ensure achievement of all system, team and individual technical and customer service goals is within standards.

•       Work with the product experts, resolution teams to assess and report on product issues that will primarily impact the customer experience and support performance and ensure action plans are set for fast resolution of issues.

Requirements:
•       Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/IT or equivalent

•       Minimum of 3 years supervisory experience in a call center or a technical support operations

•       Minimum of 5 years experience in call center operations

•       Handled/managed a line of business with a minimum of 30 FTEs

•       Strong knowledge in automated call distribution system with excellent ability to analyze ACD data

•       Team player, strong self-confidence and ability to motivate teams to higher productivity

•       Strong leadership and interpersonal skills

•       Excellent written and spoken communication

•       Strong project management, analytical and problem resolution skills

•       Willing to work flexible hours and/or report on night shifts in order to meet deliverables

•       Candidate must have personal commitment to improving one's own knowledge and skills. Highly motivated to learn

•       Excellent cross-functional team coordination skills

Optional:

• With outsourcing management experience

• With exposure in supporting business users, resellers and partners in the Enterprise Business space

Team Leader - Asia Pacific Region
Responsibilities:

• Responsible for the daily real time monitoring and managing of the support operations
• Real-time monitoring of the engineer's efficiency and effectiveness on the support operations
• Workforce management - ensures appropriate workforce is allocated to respond on any customer service call/request according to SLA or ERT (Expected Response Time  for online support)
• Escalation Management – responds, manages, recovers any customer complaints or escalations by tapping expert resources in resolving the issues raised
• Process Development, Implementation and Management - creates or modifies support operations processes as needed with objectives clearly defined
• In depth understanding and adaptability on the organization's core values and company policies, a leader by example to all  members
• Coaching - provides timely coaching on the engineer's performance or specific behavior, both as part of performance management and career development
• Motivates team members to provide the highest quality of service and guide them towards career growth within the organization
• Generates team performance report on a regular basis and be able to analyze and interpret the output from there he/she is expected to provide the operational plan.
• Career development of the team members - ensures that the engineers have specific developmental plan and executed accordingly. Furthermore, all development plans are supportive of the business objectives.
• Works closely with the Operations Manager in planning and the execution of operational plans according to the business direction and strategy.

Requirements:

• Minimum 5 years working experience in technical support operations
• Minimum of 2 years experience in the Team Lead/Managerial responsibilities in the following multicultural environment/industries - IT, IT Services/BPO
• Bachelor's degree in IT or Engineering
• Highly motivated to learn via any method available
• Multi-tasking and can easily manage multiple projects at any given time
• Strong passion to develop and motivate people to perform at their best
• Strong adaptability to change and diverse environment
• Excellent English skills both in written and verbal form
• Can work on shifts or as required as by the operations with higher sense of urgency
• Team player, resourceful, results driven, and with strong analytical skills
• Strong leadership skills – coaching, negotiating, inter-personal communication and, motivational skills
• Strong knowledge in automated call distribution system and CRM with excellent ability to analyze ACD/CRM reports
• Familiarity with the Trend Micro products and the security standards is an advantage
• Experienced in ITIL or ISO 20000 or 90000 is an advantage but not required

Global Core Team
Solutions Consultant
Responsibilities:

• Provides quick, courteous and cost-effective 3rd level support to Technical Account Managers and Level 2 support engineers while resolving issues related to installation, deployment, implementation, functionality and usage of Trend Micro products
• Interacts with product development team in beta testing, identifying and resolving product defects, and providing validation/endorsement as necessary
• Acts as solutions consultant for Trend Micro products and associated networking/security technologies by conducting technical trainings to internal teams/regional business units and taking industry certification as needed
• Provides email, phone and remote control support; with day or night shift assignments
• Provides customer onsite support and ready for immediate travel when needed

Requirements:

• Minimum three (3) years experience on network administration/IT security OR two (2) years experience on systems integration
• Experience and knowledge in two or more of the following areas:
• Networking Technologies and Standards (OSI, TCP/IP, 802.x)
• Networking Services and Applications (SMTP, FTP, HTTP, LDAP)
• Operating Systems (Windows, Linux, Unix)
• Security Technologies and Standards (VPN, PKI, TLS/SSL)
• Microsoft, Linux, Solaris or Security Certifications are a PLUS! (ex. MCSE, SCSA/SCNA, RHCE, CLA/CLP, CISSP, Security+, Server+, etc)
• Working knowledge in ANY of the following Applications are a PLUS!
• Mail: Sendmail, MS Exchange, Lotus Domino, Postfix
• Firewalls: MS ISA, Checkpoint, Cisco, IP Tables
• Database: MS SQL, Oracle, PostgreSQL
• Any programming background is a PLUS! (ex. C++, C#, Visual Basic, Perl/Python, PHP/ASP)
• Has a good command of the English language (written and oral); and able to effectively instruct/guide customer onsite, online and via telephone for effective solution delivery
• Quick learner with desire to learn new tools and techniques
• Possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent work experience

CORE TECHNOLOGY
Global Threat Response
Threat Response Engineer
Responsibilities:

Performs day-to-day analysis of threats affecting customers and creates appropriate countermeasures. Provides quality and timely solutions to customers’ threat-related problems within the respective service level agreement (SLA).

Requirements:

• Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
• Required skill(s): Assembly Language, Scripts, Basic Programming.
• Preferred skill(s): VB, Perl, C++.
• Required language(s): English, Filipino
• Fresh Graduates are welcome

QA Engineer
Responsibilities:

•       Document and test new version of pattern builder compilers
•       Ensures quality and on-time release/building of patterns serviced by this team
•       Generates reports and answers inquiries regarding pattern status/statistics
•       Pattern source and Build server maintenance and administration
•       Spearheads and develops tools for process improvement projects
•       Responsible for building pattern and creating package of Trend Micro products.
•       Responsible in setup and deployment of system in the Philippines Business Unit to USA Business Unit.

Requirements:

•       At least 2 years experience in C# programming
•       At least 2 years experience in Perl programming
•       Knowledgeable in MySQL and MsSQL


Development Group
QA Engineer

Requirements:

• 3+ years experience in Software Testing (Proprietary softwares or open source)
• Adept in Software Testing Concepts and Methodologies
• Adept in different Software Development Lifecycle (e.g. PDLC, OOAD, etc…)
• Project Management skills or equivalent work experiences.
• Experience in Agile Software Development is a plus
• Experience in using/building Test automation tools is a plus
• Programming skills (any of the following - Perl, Python, C++, C#, Java) is a plus

Software Engineer
Responsibilities:
Conduct Technical Design for a software module; Conduct development, test and implementation  for software following functional requirement and technical design documents; sustain critical applications by providing 24 x 7 on-call support; Perform complex application system diagnosis and resolution
General:

• Software existing version maintenance
• Software requirement and bug fixing prioritization and communication
• Software new version development upon request
• Research new and emerging technology and improve technical skills
• Follow development process to implement projects and write code
• Perform unit testing
• Fix defects reported by the QA team; make sure QA defect tracking is updated with the correct status of the defects.
• Ensure the systems availability and reliability by providing 24 x 7 on-call support for critical information systems / application related problems

Requirements:

• 2+ year software development experience
• In-depth knowledge of C#, .NET, SQL is a must
• In-depth knowledge of Linux and Windows platforms is a must
• In-depth knowledge of C/C++, Perl and Shell scripting is a must
• Familiar with product development lifecycle
• Experience in LAMP technology is a plus

GLOBAL INFORMATION SERVICES (IS)
Data Center Services Engineer Responsibilities:

• Act as single point of contact to provide professional first level DataCenter Services operations support for the backend infrastructure of Trend Micro's managed-security business; support will be provided via phone and email
• Perform first level troubleshooting, problem analysis, and provide high quality solutions to technical issues; with adherence to standard operating procedures (SOP) in DCS operations
• Become part of the 24x7 DCS Service Operations Center (SOC) Level 1 service desk team, reporting on a particular shift
• Help to ensure that the 24x7 DCS service desk team is able to manage and consistently achieve the Service Level targets in  DCS Operations support
• Adhere to policies that govern Trend Micro's DCS team
• Create, manage, and keep track of service requests, trouble tickets, and change requests until resolution/closure; via the DCS ticketing system
• Escalate unresolved, complex technical issues with the relevant troubleshooting results to DCS SOC Level 2 systems administrator, in a timely fashion
• Analyze, validate, and filter alerts from monitoring systems and convert them to trouble tickets or service requests as necessary
• Participate on service/server deployment activities as part of a technical project delivery
• Regularly follow-through open/pending issues with the SOC Level 2 operations support team

Requirements:

• Bachelor's Degree in IT, Computer Science, or related field
• At least 1-2 years of experience in IT or datacenter technical support related job
• RHCT (Linux), MCSA2003 or MCITP2008 Windows server admin certification level or equivalent proven, practical skills
• Ability to perform quick troubleshooting of technical incidents and employ logical approach in solving hardware/software problems on both Windows and Linux enterprise server environments

• Comfortable with most aspects of Windows/Linux administration; for example, command line parameters, configuration of Linux MTA/web services, system installation and configuration, fundamentals of security, installing third-party software
• Good understanding of TCP/IP, WAN technologies; CCNA certification level or equivalent proven networking skills is a big plus
• Practical experience in using and configuring secured remote connectivity tools (e.g. RDP, SSH) in managing Windows/Linux servers remotely
• Strong knowledge and practical experience in Windows and Linux server administration (Windows 2003/2008 server); with good understanding of Windows active directory and Windows networking
• Good knowledge and practical experience in basic Linux/Unix server administration and Linux networking (highly preferred)
• Customer service oriented with good written/oral communication skills
•  A good working knowledge of MSOutlook and MS Office is essential
•  Punctuality, must be ready to work by their start time and willing to be flexible with their working schedules/arrangements
•  Must be willing to learn, upgrade technical skills, and co-operate as part of a team
•  Those who are fresh graduates, but already possess the skills requirements are welcome to apply

Network Engineer
Responsibilities:

• Performs systems research, monitoring, and troubleshooting to improve performance, availability, and security posture of key information systems.
• Responsible in administration of, documentation & planning for supported systems.
• Ability to handle multiple projects at the same time and be able to prioritize deadlines.
• Coordinate with various groups & vendors in implementing new services & troubleshooting incidents.

Requirements:

• Minimum 2 years of proven track record in supporting enterprise or multi-site network environment
• Strong knowledge & support/administration experience in Cisco switches, routers & firewalls; Juniper devices; Nokia/CP Firewall; QoS devices
• Expert in TCP/IP implementations & networking services (routing, switching, subnetting, DNS, DHCP, etc.)
• Knowledgeable on Internet technology (e.g. IIS, FTP)
• Knowledgeable on monitoring tools & technologies (MRTG, PRTG, NetFlow, SFlow, SNMP, WMI, perfmon, etc.)
• Familiar with Active Directory, Email systems, firewall
• Analytical
• Quality driven
• Good English communication skills
• Project management skills
• CCNA is a must
• CCNP is an advantage

Security Engineer
Responsibilities:
We are seeking for a trustworthy and committed individual to join Trend Micro Information Security Department as a Security Engineer. You will be involved in:

Security Monitoring Operations

• Monitor and identify potential security breaches across the using SIEM (Security Information and Event Management) system.
• Analysis and validation of security alerts/cases.
• Work with Security Analyst to initiate development of new Use Cases and feedback the accuracy of SIEM correlation rules.
• Security Incident Response - You will be responsible in initiating appropriate incident response process for all security cases.

Requirements:

• At least 3 years in the IT industry with information security or systems/network administration-related experience.
• Must have good knowledge/experience in Windows, Linux and Cisco operating systems security.
• Must have good verbal and written English communication skills.
• Must be eager to pursue long-term interest in information security field and investigative work.
• Knowledge in the modus-operandi of prevalent and latest security threat/attack.
• Knowledge in ArcSight ESM (or other SIEM) and Trend Micro products is a plus.

Security Team Leader
Responsibilities:

• We are seeking for a trustworthy and responsible individual to join Trend Micro Information Security Department as a Security Team Lead. You will be involved primarily in:
• Developing and maintaining security monitoring infrastructure and procedures for operations.
• Building a team to analyze/determine which security events needs further actions and initiate security incident response if necessary.
• Working closely with different technology groups during security incidents.
• Documenting team activities thru periodic reports/metrics to ensure alignment with corporate security strategy.
• Researching new vulnerabilities and attack behaviors from external SIRT/CERTs.

Requirements:

• Minimum of 3 years experience in Information Security and in managing team of 3 or more people is required.
• Must have good knowledge/experience and technical proficiency in the following:
• Security event monitoring and correlation. ArcSight ESM and Logger is a plus.
•  Incident response and management.
•  Security tools and computer forensic analysis techniques.
•  Must be eager to pursue long-term interest in information security field and investigative work.
•  Knowledge in the modus-operandi of prevalent and latest security threat/attack.
•  Must have good verbal and written English communication skills.

Senior Telecom Engineer
Responsibilities:

• Design/ Deploy/ Maintain Trend Micro global VoIP and VIP system.
• Support global business multimedia communication system at the highest service level.
• Analyze and report business investment in telecom.
• Coordinate with both local and oversea vendors and internal business units for telecom project delivery.
• Act as business contact for Telecom Team in Region (APAC)

Requirements:

• At least 5 years hands-on experience with PBX/ data network/ Call Center/ VoIP admin and projects.
• At least 2 years hands-on experience of Video Conferencing equipment preferably Tandberg (over IP especially)
• Familiar with two of the following four PBX solutions - Nortel, Avaya, Alcatel, and Cisco.
• At least 3 years of experience with data routing, switching, and QoS.
• Good communication skills in English is a must.
• International telecom project experience is a plus
• Willingness to travel
• Flexibility in working hours to cover other time zones

Systems Engineer (Developer)
Responsibilities:

• Maintain the existing case ticketing system, Global Case Tracking System
• Implement modifications on programs, reports and system processes
• Creation of web applications focused on process operation and report generation
• Provide technical assistance and system trainings to users
• Provide on-call support and resolution on system related issues

Requirements:

• At least 1 year work experience in web programming with proven working modules running in production
• Understanding in SDLC
• Able to create flowchart, Data-flow diagram and ER diagram
• Proficient in classic ASP, SQL scripting and .NET programming
• Knowledgeable in Javascript,Vbscript, C#, IIS 6 and higher
• Strong analytical and problem solving skills.
• Ability and desire to work and manage development and deployment projects

Please send me your resume's at mark_leosala@trendmicro.com

Let us walk hand in hand in Securing Your Journey to the Cloud!!!