Information Technology Manager

Tenet Healthcare; Taguig; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Tenet Healthcare is seeking an IT Operations Sr. Manager to lead a dynamic IT operations and support team in the Philippines.

The role will drive the roadmap and strategy for IT Operations, including budgeting, staffing, asset management, and service delivery across IT services and platforms. The position requires deep knowledge of Windows systems, AD,VMware/Citrix, and IT security controls, with strong collaboration across IT leaders, HQ IS, and third-party partners to ensure reliable, secure

Qualifications

• Extensive experience managing IT operations and support teams.
• Strong knowledge of Windows servers, AD, and virtualization.
• Familiarity with security controls and IT service management.

Responsibilities

• Lead IT operations and manage IT support teams.
• Design roadmap, directions, and budget for IT Operations.
• Oversee incident and ticket management with service levels.
• Coordinate with managed services, vendors, and internal teams.
• Ensure compliance and audits with Information Security.
• Support PMO on IT-related projects.
• Plan training and development for IT Support members.
• Monitor asset lifecycle and ITAM activities.
• Conduct quarterly business reviews with leadership.

Skills

Windows Systems

Active Directory

VM/Virtualization

Networking basics

Information Security

Tools

MS SQL

MS Exchange

VMware

Citrix

ServiceNow

Job description

The IT Operations Sr. Manager will be part of the Information Technology team and will report to IT Sr. Director/IT Head. This position is responsible for working with other IT vertical leaders/teams, HQ IS, Workstream Operations Leadership and as required, with 3rd-party partners, vendors, and providers.

Responsibilities:

• Management of IT support operations
• Responsible for designing the roadmap, directions, and strategies for IT Operations
• Responsible for creating the overall budget for IT Operations with full coverage of scope that includes but not limited to support headcount, asset replenishment/replacement/upgrade, operational systems/tools, and team-related activities.
• Responsible for providing guidance to the team and ensuring that each member is aware of what he/she needs to deliver and the success measure of the deliverables.
• Closely coordinate and provide direction to IT managed services leadership - SDM and supervisors.
• End-to-end management and tracking of issues, problems and tasks ensuring full visibility from an IT standpoint.
• Prioritization of incident and request tickets and delegate the same to IT Support for proper action, elevate as necessary.
• Conduct regular review and analysis of tickets with the managed IT Support services team to determine burning issues, strategize mitigation and monitor/track mitigation effectiveness.
• Perform follow ups with end users to measure satisfaction with issue resolution and as needed, determine areas of concern, and implement corrective actions.
• Manage compliance-related activities from testing, analysis, remediation, and closure in coordination with Information Security and IT Support teams.
• Support Project Management Office in the fulfillment of IT-related projects from an IT Operations perspective.
• Periodically analyze IT support strength in alignment to the operational need of the business and recommend changes e, g, people movements, or augment as deemed necessary.
• Conduct periodic performance review meeting with managed IT Support services team; Review relevant reports and recommendations on individual member’s scorecards/KRA, and as necessary, implement improvement plan.
• Drive and lead regular touchpoint with managed IT Support services team, and quarterly business review with leadership teams of vendors and internal IT team
• Conduct regular touchpoint with workstreams leaders to understand their IT Support needs, make follow ups to on-going tasks, and discuss issues and recommend plan to remediate the same.
• Continuously assess the needs of the team and recommend improvements as necessary.
• Plan training strategy for IT Support members in alignment to the team’s set goals.
• Provide guidance and mentorship to IT Support members through periodic one-on-one touchpoint.
• Ensures IT asset-related processes are sacredly followed, performed, and periodically audited.
• Works closely with ITAM team on IT asset-related activities that includes but not limited to planning, assignment, distribution, warranty claims, repairs/maintenance, cost recovery and disposal.

Qualifications:

• Knowledge of Windows Systems, Database System, Email System, Active Directory, NS Service, VM System, Citrix, Remote App/Monitoring System, Backup Management, and server/storage hardware (sizing, design, troubleshooting)
• Demonstrated knowledge of Microsoft Systems (Windows Platform, MS SQL, MS Exchange, WSUS, Active Directory, DC/DNS/DHCP), VMWare, Citrix, Backup System, Storage System, Antivirus System (McAfee, Symantec, Cylance) and related devices/technologies
• Advanced understanding of Microsoft Office Suite, including Microsoft cloud solutions e.g., O365, Teams, One Drive, SharePoint, etc.
• Advanced knowledge of Networking, LAN/WAN basics and its interplay with the entire IT ecosystem
• Advanced knowledge in IP, TCP/UDP, ICMP, SNMP, SMTP, VoIP, SIP, VPN
• Knowledgeable in information security controls and compliance as applied to the end-user computing environment e.g., machine hardening, anti-virus, system patching, etc.
• Knowledgeable of IT Service Management system such as ServiceNow or equivalent solutions.