Technical Operations Lead: Uptime, Support & Delivery

PRO-SOLUTIONS TECHNOLOGIES CO; Malolos; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

PRO-SOLUTIONS TECHNOLOGIES CO in the Philippines seeks a seasoned Technical Support and Service Manager to lead cross-functional IT teams and ensure reliable operations for academic and administrative systems. The role focuses on infrastructure health, incident response, and continuous process improvement.

Key duties include coordinating with development, product, and QA teams to align support with roadmaps, mentoring staff, and monitoring KPIs to drive service excellence.

Qualifications

• Bachelor’s degree required in CS/IT or related field.

Responsibilities

• Oversee technical support teams to ensure timely resolution of system issues affecting academic and administrative services.
• Manage IT infrastructure, ensuring uptime, security and system performance.
• Work with Development Team Lead to ensure software solutions are deployed smoothly and aligned with roadmaps.
• Continuously evaluate and improve technical support processes for efficiency and effectiveness.
• Mentor and train technical support staff on troubleshooting, customer service and system knowledge.
• Track KPIs such as ticket resolution time, system uptime and client satisfaction; generate reports for COO.

Education

Bachelor’s Degree in Computer Science, Information Technology or related fields

Job description

PRO-SOLUTIONS TECHNOLOGIES CO in the Philippines seeks a seasoned Technical Support and Service Manager to lead cross-functional IT teams and ensure reliable operations for academic and administrative systems. The role focuses on infrastructure health, incident response, and continuous process improvement.

Key duties include coordinating with development, product, and QA teams to align support with roadmaps, mentoring staff, and monitoring KPIs to drive service excellence.