Clarisse R.
Senior IT Infrastructure and Application Support Specialist
Actively lookingNew to PlatformAbout
Clarisse R. is a Senior IT Infrastructure and Application Support Specialist with over 12 years of experience supporting global enterprise environments across EMEA, APAC, LATAM, and Africa. At DXC Technology Philippines, she delivers Level 2 support for mission-critical systems, focusing on Linux administration, middleware platforms such as WebLogic and JBoss, and enterprise monitoring with Dynatrace, Splunk, and Grafana. Her responsibilities have included managing batch scheduling using Autosys and ensuring incident, problem, and change management compliance via ServiceNow. Previously, she managed global payroll and HRIS platform operations at Alight Solutions and led technical teams at I-Tech Global Solutions and Action Labs, overseeing SLA monitoring, escalation management, and infrastructure oversight. She holds an Oracle Certified Foundations Associate credential and a Bachelor of Science in Information and Communication Technology.
Experience
Senior Analyst II – Infrastructure Services (Application Operations Support – Level 2)
DXC Technology Philippines · 2024 — PresentDeliver L2 technical support for enterprise applications and infrastructure within ITIL service management frameworks. Troubleshoot production issues in Linux and Windows environments to ensure operational continuity. Manage incident, request, problem, and change tickets utilizing ServiceNow. Observe application performance through tools such as Dynatrace, Splunk, Grafana, Kibana, and Azure Application Insights. Support middleware platforms like WebLogic and JBoss by handling deployment, configuration, and issue resolution tasks. Oversee batch job scheduling and monitoring via Autosys, FeedHub, and file transfer systems. Participate in Post-Incident Reviews (PIR) and Change Advisory Board (CAB) meetings for root cause analysis and service improvement. Collaborate with vendors andSenior Analyst II – Infrastructure Services (Middleware Security Patching)
DXC Technology Philippines · 2023 — 2024Oversee enterprise WebLogic middleware patching efforts within extensive infrastructure environments. Confirm application instances in server farms for readiness and compliance. Prepare Middleware Configuration Item reports for tracking compliance and audit needs. Coordinate patching schedules across more than 2,000 servers in partnership with distributed technology teams. Lead stakeholder discussions to finalize patching timelines and readiness of systems. Maintain mapping of configurations for Service Groups and system dependencies in the enterprise service architecture.IT Client Service Owner (Regional Role)
Alight Solutions (formerly NGA HR) · 2017 — 2023Direct global service delivery and technical operations for enterprise clients spanning Europe, the Middle East, and Africa. Serve as the primary point of contact among stakeholders, consultants, and technical teams for payroll and HRIS platforms such as SAP and Workday. Keep track of service performance metrics, adherence to agreements, and ticket status. Handle incident reporting along with root cause analysis for service disruptions. Oversee release management cycles among Development, QA, and Production systems. Supervise payroll and HR service delivery across over 145 countries, encompassing regions like LATAM, APAC, Japan, and Africa. Ensure maintenance of SOC1 reporting controls and compliance documentation.Technical Services Senior Engineer II (KAD Lead)
I-Tech Global Business Solutions Inc. · 2014 — 2017Lead a nationwide technical team comprising 36 engineers, 2 asset analysts, and 4 dispatch administrators. Oversee ticket distribution, monitor SLAs, and manage escalations within enterprise desktop support operations. Act as the escalation contact for urgent incidents while coordinating resolutions with infrastructure teams. Keep an updated inventory of hardware assets for desktops, laptops, and peripherals. Create recurring operational reports to assess service performance and productivity. Manage initiatives for onboarding, training, and evaluating technical staff.Desktop Case Management Administrator Lead
Action Labs IT Services Inc. – Hewlett-Packard Project Everest · 2014 — 2014Oversee desktop support incident queues to maintain SLA compliance. Coordinate efforts with infrastructure towers encompassing Network, Wintel, Messaging, UNIX, Database, and Storage teams. Provide escalation management and incident reporting to service delivery managers.
Skills & Expertise
Education
- Bachelor of Science in Information and Communication TechnologyRizal Technological University · 2007 — 2012
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