Technical Operations Manager

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

Key Responsibilities

• 1. Technical Support and Service Management
• Oversee technical support teams to ensure timely resolution of system issues affecting academic and administrative services.
• Develop and enforce technical support policies, workflows and service-level agreements (SLAs)
• Ensure seamless software deployment, troubleshooting and client assistance
• 2. Infrastructure and System Management
• Manage IT infrastructure, ensuring uptime, security and system performance
• Oversee system maintenance, upgrades and patches to enhance operational efficiency
• Ensure the availability and reliability of technical support tools and systems
• 3. Collaboration and Cross Team Coordination
• Work closely with the Development Team Lead to ensure software solutions are deployed smoothly
• Collaborate with the Product Manager to align technical support processes with product roadmaps and updates
• Coordinate with the Quality Assurance Team Lead to address system bugs and ensure high-quality releases
• 4. Process Improvement and Quality Assurance
• Continuously evaluate and improve technical support processes for efficiency and effectiveness
• Implement best practices for troubleshooting and problem resolution
• Monitor client feedback to identify areas for technical service enhancement
• 5. Training and Team Development
• Mentor and train technical support staff on troubleshooting, customer service and system knowledge
• Conduct knowledge-sharing sessions on software updates and new technologies
• Ensure technical teams stay up to date with the lates tools, trends and certifications
• 6. Reporting and Performance Monitoring
• Track key performance indicators (KPIs) such as ticket resolution time, system uptime and client satisfaction
• Generate reports for the COO on technical operations, team performance and recurring issues
• Identify areas for cost optimization and process streamlining within technical operations

Qualification

• Bachelor’s Degree in Computer Science, Information Technology or other related courses
• With atleast 3-5 years experience in technical roles including 2-3 years in management or leadership position
• Proven experience in leading cross-functional tech teams, managing infrastructure, overseeing SLAs, KPIs and system performance, operational planning, crisis management and incident response
• With strong communication and leadership, analytical thinking and decision-making skills
• Skilled in leading collaborative teams and providing mentorship, while maintaining composure and delivering effective solutions under tight deadlines