IT Operations Lead — 24/7 Monitoring & Incident Champion

Stefanini Group; Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Stefanini Group is seeking an IT Operations Manager to lead the day-to-day IT Operations services, providing 24/7 coverage and efficient incident handling. You will supervise shift-led teams, coordinate with Infrastructure, Security, and Network teams, and drive continuous improvement across monitoring, events, and disaster recovery.

You will promote service quality, accuracy of reporting, and develop team capabilities while ensuring clear ownership and escalation paths for major incidents.

Qualifications

• Operational leadership experience in IT Operations.
• Experience in incident and escalation management.
• Strong monitoring and event management knowledge.
• Familiarity with disaster recovery and business continuity concepts.

Responsibilities

• Lead day-to-day IT Operations activities and ensure adequate operational coverage.
• Allocate responsibilities across shifts to cover monitoring, incidents, requests and planned activities.
• Coordinate through shift leads and maintain clear ownership of operations.
• Act as escalation point for operational issues requiring management attention.
• Ensure continuity of operations when leaders or key resources are unavailable.
• Oversee monitoring of infrastructure and applications within the IT Operations scope.
• Review, investigate, action or escalate alerts in a timely manner.
• Coordinate onboarding and prerequisites to monitor new infrastructure and data centers.
• Work with cross-functional teams to improve monitoring coverage and actionability.
• Ensure incidents are recorded and managed through the ticketing process.
• Perform L1 troubleshooting before escalation and maintain clear escalation routes.
• Document troubleshooting actions, findings and handovers in tickets.
• Coordinate DR activities and ensure readiness for continuity scenarios.
• Oversee event management, incident resolution and request fulfillment quality.
• Coordinate access-related activities, backups and patch-management within scope.
• Promote accurate, validated operational reporting and KPI tracking.
• Develop team capabilities through training and certifications.

Skills

Team leadership

People development

Shift coordination

Stakeholder management

Decision making under pressure

Job description

Stefanini Group is seeking an IT Operations Manager to lead the day-to-day IT Operations services, providing 24/7 coverage and efficient incident handling. You will supervise shift-led teams, coordinate with Infrastructure, Security, and Network teams, and drive continuous improvement across monitoring, events, and disaster recovery.

You will promote service quality, accuracy of reporting, and develop team capabilities while ensuring clear ownership and escalation paths for major incidents.