IT Operations Manager

Universal Access and Systems Solutions Inc.; Pampanga; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Universal Access and Systems Solutions Inc. seeks an IT Operations Manager to oversee our IT infrastructure and ensure stable, secure systems across multiple BPO sites.

You will lead technical teams, drive service delivery, and coordinate with vendors to keep services at peak performance. The ideal candidate holds a relevant degree and 3+ years in IT operations, with strong leadership, cross-functional collaboration, and ITIL-aligned incident management experience.

Qualifications

• Bachelor’s degree in ECE, CS, or IT or related field.
• Minimum 3+ years of IT operations experience.
• Strong leadership and team management skills.
• Experience with IT service management frameworks (ITIL is a plus).

Responsibilities

• Oversee IT infrastructure across multiple BPO sites.
• Ensure high availability, performance, and security of IT systems.
• Lead NOC and IT Support teams; mentor staff.
• Manage IT service delivery and incident management per ITIL.
• Coordinate with vendors and internal departments; manage SLAs.
• Drive continuous improvement and KPIs.

Skills

Leadership

Team management

Communication

Problem-solving

Vendor management

Cross-functional collaboration

Accountability

Education

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

Tools

ITIL knowledge

Network monitoring tools

Job description

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