IT Operations Manager

Universal Access and Systems Solutions Inc.; Pampanga; Presencial; PHP 1 200 000 - 1 800 000; Tempo integral

Resumo da oferta

Universal Access and Systems Solutions Inc. is seeking an IT Operations Manager to oversee the organization’s IT infrastructure, ensuring stability and high availability across multiple BPO sites.

You will lead technical teams, manage service delivery, and drive improvements in reliability and security. You will implement ITIL-based incident management, supervise network, data center, and cloud environments, and coordinate with vendors.

Qualificações

• Bachelor's degree in a relevant engineering or IT field.
• 3+ years of IT Operations experience in a medium to large organization or BPO.
• Strong leadership and ability to manage cross-location teams.
• Experience with IT service management and incident handling.
• Knowledge of network, data center, and security best practices.
• Excellent communication and vendor management skills.

Responsabilidades

• Oversee IT infrastructure across multiple BPO sites for stability and security.
• Lead NOC/IT engineering teams, set KPIs, and drive continuous improvement.
• Ensure high availability and performance of systems, networks, and services.
• Manage incident, problem, and service request processes per ITIL.
• Coordinate procurement, implementation, and deployment of new tech.
• Enforce security policies and regulatory/compliance standards.
• Provide on-call support for critical escalations and multi-site ops.

Conhecimentos

Leadership

Team management

Vendor management

Incident management

ITIL knowledge

Network security

Communication

Formação académica

Bachelor’s Degree in Electronics and Communications Engineering (ECE)

Bachelor’s Degree in Computer Science (CS)

Bachelor’s Degree in Information Technology or related field

Ferramentas

ITIL

Cloud platforms

Networking

Descrição da oferta de emprego

The IT Operations Manager is responsible for overseeing the organization’s IT infrastructure, ensuring the stability, integrity, and efficient operation of systems that support core business functions across multiple sites. This role leads technical teams, manages IT service delivery, and ensures high availability of systems, networks, and security in a fast-paced BPO environment.

Key Responsibilities

IT Operations & Infrastructure Management

• Monitor, manage, and optimize the organization’s IT infrastructure, including servers, networks, and end-user systems across multiple BPO sites.
• Ensure high availability, performance, and security of all IT systems and services.
• Oversee network infrastructure, data centers, and cloud environments.
• Lead, mentor, and manage a team of NOC Engineers and IT Support Engineers across different locations.
• Establish clear KPIs, monitor team performance, and drive continuous improvement.
• Foster a culture of accountability, collaboration, and technical excellence.

Service Delivery & Incident Management

• Ensure timely resolution of incidents, problems, and service requests following ITIL best practices.
• Act as the escalation point for critical technical issues and major incidents.
• Maintain documentation of systems, procedures, and incident reports.

Project & Solutions Management

• Analyze business requirements and recommend scalable IT solutions.
• Lead the procurement, implementation, and deployment of new technologies and systems.
• Manage IT projects from planning through execution and post-implementation review.

Security & Compliance

• Enforce IT security policies, procedures, and best practices.
• Ensure network security, data protection, and compliance with company and regulatory standards.
• Collaborate with security teams to mitigate risks and address vulnerabilities.
• Coordinate with external vendors, service providers, and internal departments.
• Manage vendor performance, SLAs, and contracts.
• Communicate effectively with business units to align IT services with business needs.
• 24/7 Operations Support
• Provide on-call support and be available for escalations outside business hours as needed.
• Ensure round-the-clock IT operations support across all sites.

Qualifications

• Bachelor’s Degree in:
• Electronics and Communications Engineering (ECE)
• Computer Science (CS)
• Information Technology or related field
• Minimum of 3+ years of experience in IT Operations, preferably in a medium to large-scale organization or BPO environment
• Strong leadership and team management skills
• Extensive knowledge of:
• Computer systems and enterprise IT environments
• Network infrastructure (LAN/WAN, routing, switching)
• Network security and cybersecurity practices
• Experience with IT service management frameworks (e.g., ITIL is a plus)
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills
• Ability to work cross-functionally with different departments
• Strong vendor management and negotiation skills
• High level of accountability and ability to work under pressure

Additional Requirements

• Willingness and ability to be on-call 24/7 for critical technical escalations
• Experience handling multi-site operations is highly preferred