Work Setup: Onsite (Alabang)
Work Schedule: US Shifts
Qualifications & Experience:
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
- At least 8 years of progressive experience in IT infrastructure, network operations, and service delivery
- Prior experience leading teams or acting as a shift / module lead is strongly preferred
Technical & Professional Skills
- Strong understanding of IT infrastructure, including:
- LAN / WAN networks
- Telecommunications & VOICE
- Servers, systems, and cloud fundamentals
- Proven experience in:
- Incident, Problem, and Change Management
- Managing and troubleshooting LAN & WAN environments
- Hands on expertise with Cisco switches, routers, and firewalls
- Strong troubleshooting skills across enterprise IT environments
- Preferred with Cisco Certification (CCNA or CCNP, even if expired)
Leadership & Behavioral Skills
- Demonstrated ownership mindset and ability to lead under pressure
- Strong communication and stakeholder management skills
- Customer centric approach with the ability to work across global IT and business teams
- Comfortable working in shifting schedules and high availability environments
Key Responsibilities:
Service Delivery & Operations
- Lead and support L2 service delivery across Network, Security, VOICE, Server, and Systems teams
- Ensure timely resolution of incidents and service requests in line with SLAs and OLAs
- Act as an escalation point for critical operational and customer issues
Incident, Problem & Change Management
- Drive effective incident resolution, RCA, and preventive actions
- Ensure adherence to Problem Management practices to reduce repeat incidents
- Manage and implement Change & Release activities, including:
- CMDB updates
- Forward Schedule of Change (FSC)
- Risk and impact assessments
Availability, Continuity & Resilience
- Ensure high availability of IT services through:
- Backup validation
- Redundancy checks (power, network, systems)
- Capacity monitoring and reporting
- Participate in BCMS and DR drills, ensuring readiness and compliance
Service Transition & Improvement
- Support service transitions, technology migrations, and system upgrades
- Identify service gaps and implement continuous improvement initiatives
- Partner with service owners to enhance stability, performance, and user experience
Vendor & Supplier Management
- Coordinate with external vendors and service providers for escalations and resolution
- Monitor vendor performance and provide feedback to improve service quality
Security, Compliance & Quality
- Implement corrective actions based on security alerts and vulnerability reports
- Ensure compliance with:
- IT policies
- Asset management standards
- Audit and quality requirements
- Address audit observations and drive closure actions
IT Asset & Configuration Management
- Manage IT assets across their lifecycle in coordination with asset and facilities teams
- Ensure accuracy of asset records and compliance with asset governance processes
People, Knowledge & Capability Development
- Provide daytoday guidance, coaching, and support to team members
- Promote training, certification, and skill development (technical & behavioral)
- Contribute to knowledge management, including SOPs, FAQs, and self help documentation
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
