Technology Operations Leader (End-user support)

TASQ; Manila; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

TASQ is seeking a senior technology operations leader for 100% onsite work in Taguig. The role demands managing a team, aligning IT services delivery, and ensuring robust infrastructure across networks, databases, and servers.

The ideal candidate has 20+ years in technology with 10+ years in global leadership, plus strong stakeholder management, project execution, and incident handling capabilities. Night shifts and multi-site coordination may be required.

Qualifications

• Senior technology leader with 20+ years in tech, including 10+ years in global leadership (Senior Manager to AVP).
• Experience in Incident Management and Problem Management.
• Experience in Stakeholder Management.
• Experience in IT infrastructure projects.
• Experience in Project Management.
• Technical knowledge on end user computing, basics of network & voice, and contact centers.
• Good communication and presentation skills.
• Knowledge of AI and innovative mindset is a plus.

Responsibilities

• Oversee and develop a team of contributors in Technology Operations with low to moderate complexity and risk.
• Manage operational outcomes of IT services across network, database, and infrastructure including servers and storage.
• Identify opportunities for process improvements in technology operations.
• Use metrics to support availability SLAs, OLAs, MTTR, and incident management.
• Institute controls and collaborate with risk, audit, and compliance teams.
• Mentor talent, guide hiring, and allocate resources to meet business objectives.
• Ensure 24/7 technology operation support and readiness for weekend/holiday demands.

Skills

Leadership

Incident Management

Problem Management

Stakeholder Management

IT Infrastructure

Project Management

Communication

AI mindset

Job description

Work Setup: 100% ONSITE (Taguig)

Schedule: Mid shift to Night shift depending on business demand

Job Highlights:

• Manage and develop team of individual contributors with low to moderate complexity and risk in Technology Operations
• Manage the operational outcomes of key IT services delivered by network services and operations, database services, infrastructure services including server and storage services
• Identify and recommend opportunities for technology operations process improvement and development
• Leverage metrics to support infrastructure associated with applications that are highly automated, and latency sensitive, client facing and internal applications consumed by the Business
• Leverage enterprise tools to digitize workflows as appropriate, asset and configuration management, metrics and measurement of services including availability SLAs, OLAs, mean time to recovery, repeat incidents and issues
• Instill repeatable processes that consistently meet SLAs and OLAs
• Manage backups, recovery and ensure recovery includes periodic tests to ensure business continuity
• Work with IT risk management, compliance and all lines of defense, including Audit, to ensure platform risks are proactively managed
• Institute controls in partnership with Operation Risks to ensure risk management is sustainable
• Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed
• Make decisions and resolve issues regarding resources, objectives and operations of technology operations to meet business objectives
• Interpret and develop policies and procedures
• Collaborate with and consult with peers, colleagues and multiple level managers
• Manage allocation of people and financial resources for technology operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Qualifications:

• 20+ years of experience in Technology, out of which, minimum years of 10 years of global leadership experience (Senior Manager to AVP), preferably from Banking or IT industry
• Experience in Incident Management, Problem Management
• Experience in Stakeholder Management
• Experience in IT infrastructure projects
• Experience in Project Management
• Technical knowledge on end user computing, basics of network & voice, experience in supporting contact centers.
• Good communication and presentation skills
• Knowledge on AI and innovative mindset will have added advantage

Job Expectations:

• Manage and support 24/7 Technology operation and team.
• Flexible to work in night shifts and different sites within the country. if needed during weekend and holidays