IT Infrastructure & Service Desk Manager

ABSI; Metro Manila; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

SHG is seeking an IT Infrastructure & Operations Manager responsible for planning, implementing, securing, and maintaining the technology backbone across offices, stores, and facilities. The role oversees network services, cloud platforms, cybersecurity, vendor governance, asset management, and store technology deployment to ensure reliability and scalability.

The candidate will drive disaster recovery planning, IT audits, and multi-site operations, coordinating with construction, facilities,

Qualifications

• Bachelor's degree in a related IT field is required.
• Minimum 7 years in IT infrastructure with 3+ years in leadership.
• Experience supporting multi-site retail, hospitality, or distributed operations is preferred.
• Experience with AWS cloud environments and cybersecurity operations.

Responsibilities

• Lead day-to-day IT infrastructure operations across all SHG locations.
• Oversee network services, cloud platforms, cybersecurity, and vendor governance.
• Ensure high availability and security of critical systems and data.
• Drive disaster recovery planning, risk management, and compliance.
• Coordinate store and office technology planning for openings and renovations.

Skills

Infrastructure management

Cybersecurity

Cloud platforms

Network services

Vendor management

IT asset governance

Disaster recovery

Security policies

Education

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering

Tools

AWS

Firewalls

VPN

ITIL

Microsoft 365

Job description

The IT Infrastructure & Operations Manager is responsible for the planning, implementation, security, availability, and continuous improvement of SHG's technology infrastructure across corporate offices, retail stores, restaurants, commissaries, warehouses, and future business locations.

The role oversees infrastructure operations, network services, cloud platforms, cybersecurity, vendor management, IT asset governance, and store technology deployment. The position ensures reliable, secure, and scalable infrastructure services that support business growth and operational excellence.

Key Responsibilities

1. Infrastructure Operations Management

• Lead day-to-day operations of IT infrastructure across all SHG locations.
• Manage infrastructure-related incidents, service requests, and escalations.
• Ensure high availability of networks, servers, internet services, and business-critical systems.
• Establish and monitor infrastructure service level agreements (SLAs).
• Drive continuous improvement initiatives to enhance service reliability and operational efficiency.

2. Store & Office Infrastructure Support

• Oversee infrastructure support for corporate offices, stores, restaurants, commissaries, and other business locations.
• Manage infrastructure support tickets and coordinate timely issue resolution.
• Ensure infrastructure standards are consistently implemented across all sites.
• Conduct periodic infrastructure audits and health checks.

3. New Store Opening & Renovation Technology Planning

• Lead IT infrastructure planning and deployment for new store openings, relocations, and renovations.
• Define technology requirements including:
• Network infrastructure
• Internet connectivity
• Structured cabling
• Wi-Fi systems
• Security systems
• Store technology hardware
• Coordinate with Construction, Operations, Facilities, and external contractors.
• Ensure all IT infrastructure is operational before store opening.

4. IT Asset & Inventory Management

• Establish and maintain centralized inventory of:
• Laptops and desktops
• Printers and peripherals
• Servers and cloud resources
• Manage asset lifecycle from procurement to retirement.
• Conduct periodic inventory audits and reconciliation.
• Monitor hardware warranties and replacement schedules.

5. Network & Security Management

• LAN/WAN
• Wi-Fi
• VPN
• Firewalls
• Develop and implement cybersecurity policies and controls.
• Monitor security vulnerabilities and coordinate remediation efforts.
• Manage endpoint security, antivirus, access controls, and network protection measures.
• Ensure compliance with company security standards and applicable regulations.
• Manage AWS cloud infrastructure and related services.
• Monitor cloud performance, utilization, availability, and security.
• Implement cloud governance, backup, disaster recovery, and cost optimization initiatives.
• Coordinate cloud infrastructure deployments and upgrades.
• Ensure business continuity and disaster recovery readiness.
• Manage relationships with:
• Internet Service Providers
• Security Vendors
• Lead contract reviews, renewals, and negotiations.
• Ensure vendors meet operational and security requirements.
• Identify infrastructure and cybersecurity risks.
• Develop mitigation strategies and contingency plans.
• Maintain risk registers and infrastructure health assessments.
• Lead disaster recovery and business continuity planning activities.
• Conduct periodic risk reviews and vulnerability assessments.

9. Infrastructure Reporting & Governance

• Prepare and present infrastructure performance reports to management.
• Report on:
• Ticket performance
• Security incidents
• Asset inventory status
• Develop dashboards and KPIs for infrastructure operations.
• Support budgeting and strategic planning activities.
• Reliable and secure infrastructure services across all SHG locations.
• Successful IT readiness for all store openings and renovations.
• Accurate infrastructure inventory and asset management.
• Secure and optimized network and cloud environments.
• Effective vendor management and contract governance.
• Comprehensive infrastructure reporting and risk management.

Qualifications

Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or related field.

Experience

• 7+ years of IT Infrastructure experience.
• 3+ years in a leadership or managerial role.
• Experience supporting multi-site retail, restaurant, hospitality, or distributed operations.
• Experience with AWS cloud environments.
• Experience managing network and cybersecurity operations.

Preferred Certifications

• AWS Certified Solutions Architect
• AWS SysOps Administrator
• ITIL Foundation
• CompTIA Security+
• Certified Information Security certifications