Technology Operations Manager (Nightshift)

Job Summary

The Technology Operations Manager is responsible for people leadership, capability development, and escalation ownership for a globally aligned Technology Operations team. This role operates within the AGS global operating model and is not accountable for day-to-day delivery prioritisation or ticket management, which sits with Team Leads.

Responsibilities

• People Leadership & Engagement - Lead, develop and inspire a team aligned to NA support . Own performance management, coaching and career development. Drive engagement, retention and team culture. Lead succession planning and talent pipeline development. Lead workforce planning, hiring and resource allocation to ensure optimal team capacity, capability alignment and coverage across Global Operations. Act as the Manila site leader for Technology Operations, driving local engagement, operational alignment and strong connectivity with global and regional stakeholders
• Escalation Ownership & Risk Management - Act as primary escalation point for technical and process issues. Own complex, high-risk escalations and stakeholder alignment. Partner with Leads and COE on root cause resolution.
• Capability Development & Quality Improvement - Drive technical and functional capability uplift. Embed global standards and best practices. Use trends to identify training and improvement opportunities.
• SLA & Performance Accountability -Ensure direct reports consistently meet agreed SLA and EBR targets. Monitor SLA adherence across the team and address underperformance. Partner with Leads to ensure delivery practices support SLA achievement. Use SLA data to drive coaching, accountability and continuous improvement.
• Stakeholder & Partner Management- Build strong internal and external stakeholder relationships. Act as a trusted escalation contact for NA programmes. Support EBRs with insight and context.
• Global Alignment & Operating Model Execution -Ensure adherence to AGS global Tech Ops operating model. Drive consistency in behaviors and outputs.
• Continuous Improvement & Operational Maturity -Identify efficiency and automation opportunities. Support data-driven decision making. Drive continuous improvement mindset. Drive Strategic direction for Technology Operations by identifying trends, anticipating future business needs and translating insights into scalable, value driven initiative aligned to Global objectives

Qualifications

Qualifications, Skills, and Experience

• BA/BS in Business or Technical Field preferred
• 2-3 years experience in Leadership required
• Previous VMS Experience Required
• Proficiency with MS Office (Copilot, Visio, Project, Power Point, Excel, Word, etc.)
• Must be amenable to work night shift and temp hybrid work setup (office is based in Ortigas Pasig area)
• Demonstrates strong analytical capability, with the ability to interpret complex technical and operational data, identify patterns, and guide decision-making in ambiguous or high-pressure situations
• Applies structured problem-solving to assess risk, impact, and prioritisation, particularly within a global, multi-time zone support model
• Demonstrates the ability to interpret trends in ticketing, performance and operational data, using insights to inform improvements, training needs, and business cases
• Shows a strong understanding of how technology enables end-to-end business processes within MSP / VMS environments
• Demonstrates a continuous improvement mindset, with the ability to identify opportunities to enhance efficiency, quality, and scalability across processes and workflows
• Experience leveraging ticketing and CRM systems ( Salesforce or similar) to support performance visibility, workflow optimisation, and operational consistency across global teams
• Strong people leadership capability, with the ability to coach, develop and engage teams, building both technical capability and professional growth
• Ability to create a culture of accountability, ownership and continuous learning, particularly within high-demand or shift-based environments
• Demonstrates effectiveness in identifying and managing performance, engagement, and retention risks, supporting team stability and resilience
• Builds strong, credible relationships with internal stakeholders, peers and external partners, acting with confidence and professionalism in escalation scenarios
• Communicates clearly and effectively, with the ability to translate complex technical issues into clear, audience-appropriate messaging
• Demonstrates strong stakeholder awareness, balancing competing priorities while aligning decisions to business outcomes
• Shows the ability to lead through change, supporting teams in adopting new operating models, processes and behaviours consistently
• Comfortable operating in fast-paced, evolving environments, demonstrating resilience and adaptability under pressure
• Demonstrates a strong performance and accountability mindset, using data to challenge, influence and improve outcomes across teams
• Applies sound judgement to enable SLA and EBR performance through effective oversight, coaching and collaboration, rather than direct management of delivery execution
• Proven ability to operate effectively across multiple time zones, maintaining oversight and alignment within a global operating model
• Demonstrates a global mindset, ensuring consistency in standards, behaviours and ways of working across regions work setup (office is based in Ortigas Pasig area)