Mark J.
Senior Manager Cloud Services
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Mark J. is an experienced Manager – Cloud Services, Mapping and Integration at OpenText Philippines Inc., having served in leadership roles from October 2021 to December 2025, after progressing from Supervisor and Team Lead positions within the same company since 2011. His expertise spans the cloud services and electronic data interchange (EDI) sectors, where he managed ticket prioritization and strategized delivery plans based on SLA, oversaw team performance, and implemented corrective and preventive action plans. Mark has led training initiatives and developed technical specifications based on client requirements, acted as a technical lead on customer projects, and enhanced processes using root cause analysis and service improvement initiatives. His background also includes hands-on roles in EDI mapping, process evaluation, and quality assurance, all grounded in his BS in Electronics Engineering from Camarines Sur Polytechnic Colleges.
Experience
Manager – Cloud Services, Mapping and Integration
OpenText Philippines Inc. · 2021 — 2025Oversee and allocate tasks based on the criticality of requests, developing delivery plans focused on SLA, Severity 1 and 2 tickets, urgent feedback, and priority deliverables. Act as a Subject Matter Expert (SME) to guide team members in best practices and organizational processes. Track team performance, ensuring alignment with productivity, speed, and quality targets. Assess individual contributions and implement Career Development Plans, while also reviewing team performance through monthly reports to identify issues and devise Corrective and Preventive Action Plans.Supervisor – Cloud Services, Mapping and Integration
OpenText Philippines Inc. · 2018 — 2021Delegate tasks as per request criticality and plan delivery strategies in line with SLA, Severity 1 and 2 tickets, urgent feedback, and prioritized needs. Mentor team members on established best practices and processes as a Subject Matter Expert (SME). Monitor team performance to ensure targets related to productivity, speed, and quality are met. Provide monthly performance evaluations, addressing issues through the implementation of Corrective and Preventive Action Plans.Team Lead – Technical Analyst-QA, Solutions Management
Electronic Data Interchange OpenText Philippines Inc. · 2016 — 2018Organize and assign tasks based on the importance of requests while developing a delivery strategy adhering to SLA, Severity 1 and 2 tickets, urgent feedback, and prioritized tasks. Serve as a Subject Matter Expert (SME) who mentors and guides teammates in following defined best practices and processes. Ensure team members meet expected productivity, speed, and quality benchmarks, while providing regular reporting to management regarding daily, weekly, and monthly activities.Senior Technical Analyst/Mapping Quality Analyst
Electronic Data Interchange OpenText Philippines Inc. · 2011 — 2016Interpret client requirements and internal design specifications, including trading partner profiles, customer IDs, and conversion tables to create Technical Specifications. Lead technical initiatives in customer projects while analyzing business needs to drive the development of new processes, projects, or tools. Document and establish best practices for continuous improvement, while evaluating existing processes and tools for potential areas of enhancement. Deliver project status updates to upper management, create training sessions, and conduct investigations for root-cause analysis relating to business processes, ensuring effective communication with Analysts and Developers.
Skills & Expertise
Education
- BS in Electronics EngineeringCAMARINES SUR POLYTECHNIC COLLEGES · 2005 — 2010