Sr. Assistant Vice President - IT Tecnology
EXL Service Philippines, Inc.Metro Manila, Philippines1 day ago
Job descriptionBachelor’s degree in Information Technology, Computer Science, Engineering, or related field ITIL Foundation certification (or equivalent service management knowledge) Basic understanding of project management principles (PMP / PRINCE2 awareness preferred) 15+ years of progressive leadership experience in IT operations or infrastructure management Proven experience managing multi-tier technical support / NOC teams Strong background in Incident, Problem & Change Management Vendor management and service delivery management experience Strong understanding of IT infrastructure : network, server, storage, cloud, end-user computing Familiar with TSM tools (ServiceNow, BMC, etc.) Awareness of cybersecurity principles and compliance requirements Hands-on experience with monitoring tools (SolarWinds, Nagios, Datadog, etc.) Excellent leadership, communication, delegation, and stakeholder management skills Ability to manage daily IT operations with a focus on service delivery Exposure to IT governance and compliance frameworks Experience working with SLAs, KPIs, and operational reporting Strong problem-solving and root cause analysis capabilities Familiar with IT risk, resilience, and business continuity planning Focused on incident reduction and process efficiency
Key Responsibilities
- Lead day-to-day IT operations across infrastructure, networks, cloud, and end-user computing environments
- Manage multi-tiered technical support or NOC teams, ensuring service quality and timely issue resolution
- Oversee Incident, Problem, and Change Management processes following ITIL standards
- Partner with vendors and manage service delivery to meet contractual SLAs
- Monitor performance of IT systems using modern tools and ensure proactive issue detection
- Drive operational efficiency through KPI / SLA reporting, process optimization, and root cause analysis
- Ensure IT governance, risk management, cybersecurity awareness, and compliance with relevant frameworks
- Lead business continuity, resilience planning, and risk management initiatives
- Collaborate with stakeholders across technology and business teams to ensure alignment and service excellence
- Champion a customer-focused culture and continuous improvement mindset
Qualifications & Requirements
Education
Experience
Technical Expertise
Leadership & Management
Operational Excellence
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Assistant President • Metro Manila, Philippines
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