Server Operations Supervisor

Emapta Global; Mandaluyong; On-site; PHP 1,004,000 - 1,451,000; Full time

Benefits offered by this job

HMO coverage

Ortigas office location

Salary advance program

Emapta Academy courses

Job summary

Emapta Philippines is seeking a Server Operations Supervisor to lead a technical team in maintaining critical pharmacy technology operations onsite at Ortigas, with night shifts and weekend off structure. The role emphasizes Windows Server and SQL Server administration, network troubleshooting, and SLA-driven delivery.

Ideal candidates have 3–5 years in server support, at least 1 year in a leadership position, and relevant certifications.

Qualifications

• 3-5 years of experience in server support or IT operations, including at least 1 year in a supervisory/mentoring role
• Experience installing, configuring, and upgrading SQL Server
• Experience configuring application servers and performing OS upgrades/replacements
• Experience managing ticket queues, SLAs, and customer escalations
• Solid knowledge of TCP/IP, DNS, DHCP, firewalls, and remote-access troubleshooting
• Strong coaching and de-escalation skills
• Ability to balance hands-on work with supervisory duties in a fast-paced environment
• Commitment to security and data-handling procedures

Responsibilities

• Supervise daily server and IT operations, ticket queues, and coverage
• Serve as senior escalation point for Windows Server, SQL Server, network, and app server issues
• Monitor SLA performance and aging tickets; ensure timely resolutions
• Oversee server setups, replacements, migrations, patches, and OS/SQL upgrades
• Coach and develop technicians; participate in hiring and staffing decisions
• Coordinate with internal teams, vendors, and engineers on cross-functional issues and projects
• Plan after-hours maintenance windows and emergency coverage
• Develop and maintain runbooks and standard operating procedures
• Ensure HIPAA, PCI DSS, SOC 2 compliance in operations
• Support projects and incidents outside normal hours; remote/home office work allowed

Skills

Server support

IT operations

Windows Server

Leadership

SQL Server

SLA management

Networking basics (TCP/IP DNS DHCP)

Coaching/mentoring

Education

Associate or Bachelor's in IT/CS

Certifications: CompTIA A+/Network+/ITIL (preferred)

Tools

PowerShell

RMM platforms

Monitoring tools

Ticketing systems

Remote-access tools

Job description

Keep Pharmacy Technology Running Where Patient Care Begins

Our client is a leading pharmacy technology innovator empowering thousands of pharmacies to improve patient care, simplify operations, and strengthen financial performance. Its integrated software, payment, billing, transaction-processing, and patient-engagement solutions support more than 12,000 pharmacies serving over 10 million patients monthly. By connecting community, long-term care, outpatient, specialty, and enterprise pharmacy networks, the company helps healthcare providers expand medication access, improve adherence, manage complex workflows, and build healthier, more sustainable communities through advanced technology.

Job Description

Leadership becomes truly valuable when it protects the systems businesses and patients rely on every day. The Server Operations Supervisor unites technical problem-solving, service governance, and people development to strengthen pharmacy technology operations at scale. Create lasting business impact while pursuing global career growth, continuous learning, stability, and balance through Emapta's top 1% experience for ambitious top 1% talent worldwide.

Job Overview

• Employment Type: Full Time
• Shift: Night Shift, Weekends Off (may vary based on business needs)
• Work Setup: Onsite, Ortigas
• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Education and Certifications

• High school diploma or equivalent
• Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience preferred
• CompTIA A+, Network+, Microsoft, ITIL, or a comparable technical or service management certification preferred

Required Experience and Skills

• 3-5 years of experience in server support or IT operations, including at least 1 year leading, supervising, or mentoring a technical support team and hands-on Windows Server administration
• Experience installing, configuring, and upgrading SQL Server and managing database files
• Experience configuring application servers and completing operating system upgrades, server replacements, and migrations
• Experience managing ticket queues, service-level agreements (SLAs), and customer escalations
• Solid knowledge of TCP/IP, DNS, DHCP, firewalls, and remote-access troubleshooting
• Strong coaching, team-development, customer communication, and de-escalation skills
• Ability to balance hands-on technical work with supervisory responsibilities in a fast-paced environment
• Sound judgment, integrity, and discretion when managing operations, staffing, escalations, and customer concerns
• Availability to support after-hours maintenance, projects, escalations, and emergency incidents when required
• Commitment to following established security and data-handling procedures

Preferred Experience and Skills

• Experience supervising a remote or distributed technical support team
• Experience supporting cloud-hosted and on-premises server environments using Azure, AWS, or similar platforms
• Experience with PowerShell, remote monitoring and management (RMM) platforms, enterprise monitoring tools, or ITSM workflows
• Experience with SQL Server high-availability features, including Availability Groups, log shipping, or replication
• Experience developing KPIs, quality assurance programs, or knowledge-management practices
• Experience supporting healthcare, pharmacy, retail, or other mission-critical customer environments
• Flexibility to work weekends and provide on-call support when required, including during maintenance activities, escalations, and emergency incidents

Work Requirements

• Ability to work effectively during periods of high call or ticket volume
• Ability to perform primarily sedentary work involving extended computer and phone use
• Proficiency with Microsoft Teams, ticketing systems, remote-access tools, monitoring platforms, and diagnostic applications

Your Daily Tasks

• Supervise daily support operations, including ticket queues, call coverage, scheduling, and workload distribution
• Serve as the senior escalation point for complex Windows Server, SQL Server, network, and application server issues
• Monitor SLA performance, queue health, and aging tickets to maintain response and resolution targets
• Oversee the quality of server setups, replacements, migrations, patches, and operating system and SQL Server upgrades
• Review tickets and customer interactions for accuracy, completeness, and service quality
• Coach, train, and develop technicians through onboarding, feedback, one-on-one meetings, performance reviews, and goal setting
• Contribute to hiring, staffing, scheduling, and coverage decisions
• Manage customer escalations professionally through resolution
• Coordinate with internal departments, vendors, and senior engineers on cross-functional issues, projects, and maintenance activities
• Plan after-hours maintenance windows, migrations, and emergency-response coverage
• Develop and maintain runbooks, knowledge articles, and standard operating procedures
• Identify recurring issues and process gaps, implementing improvements that reduce ticket volume and resolution times
• Report team performance, SLA results, and operational trends to management
• Ensure compliance with HIPAA, PCI DSS, SOC 2, and established security and data-handling requirements
• Perform other related duties as assigned by management
• Manage escalations and coverage decisions as part of regular job responsibilities.
• Support projects, maintenance activities, and incidents outside normal business hours as required.
• Perform duties from a home office or approved remote workspace.
• Perform computer-based work using phone, ticketing, and remote access tools.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.