Technology Operations Leader (End-user support)

Tasq Work; Taguig; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

Tasq Work is seeking a senior leader to manage and develop a 24/7 Technology Operations team in Taguig, Philippines. The role focuses on delivering reliable IT services, driving process improvements, and ensuring risk controls are in place across network, database, and infrastructure domains.

The ideal candidate has extensive global leadership experience in technology operations, strong incident/problem management skills, and the ability to work across risk, compliance, and audit functions.

Qualifications

• Experience in Incident Management and Problem Management.
• Strong Stakeholder Management ability.
• Proven track record leading IT infrastructure projects and programs.
• Experience in Project Management with cross-functional teams.
• Technical knowledge on end user computing and networking basics.
• Experience supporting contact centers is a plus.
• Excellent communication and presentation skills.
• Knowledge of AI and innovative mindset is advantageous.

Responsibilities

• Lead and develop a technology operations team with global scope.
• Oversee delivery and operations of key IT services (network, database, infrastructure).
• Ensure SLAs/OLAs are met and drive process improvements.
• Manage backups, recovery, and business continuity testing.
• Collaborate with risk, compliance, and audit to manage platform risks.
• Plan budgets, demand, and resource capacity for the team.
• Guide talent development and hiring for technology operations.

Skills

Incident Management

Problem Management

Stakeholder Management

IT Infrastructure Projects

Project Management

End User Computing

Network & Voice Basics

Contact Center Support

Communication

Presentation Skills

AI Knowledge

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