Infrastructure & Operations Manager
On-siteMakati, Cagayan Valley, Republic of the Philippines
Job Summary
Lead, mentor, and develop the Tech Experience and Infrastructure Engineers teams while monitoring KPIs to ensure service excellence and scalability. Oversee IT service desk operations, including workspace account support, remote assistance, and incident resolution for routine hardware and software issues. Manage Infrastructure Engineers on system monitoring, device deployment, network connectivity, and vendor relationships to maintain uptime and stability. Own end-to-end IT asset lifecycle management from procurement through secure wiping, maintaining audit-ready records and enforcing refresh cycles. Collaborate with the Security and GRC vertical on compliance operations and escalate security incidents involving data loss or malware immediately. Create monthly and quarterly IT reports, conduct process audits, and partner with client-facing functions to fulfill technical requirements.
Required Qualifications
- At least 4 years of experience in IT service management, infrastructure operations, or a similar role
- Background in IT operations/infrastructure management, ideally within a multi-site or BPO/shared-services environment
- Proven people leadership — direct experience managing Infrastructure Engineers and/or a technical support team
- Strong grasp of network fundamentals, endpoint/device management, and IT asset lifecycle practices
- Comfortable operating both strategically (KPIs, process improvement, capacity planning) and hands-on (device configuration, on-site support escalations)
- Experience partnering with security/compliance and client-facing functions to keep execution aligned across teams
- Sound decision-making and organizational skills
- BS degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or a related field
Desired Qualifications
- ITIL or similar service management framework certification
- Familiarity with Lean principles and/or formal Project/Service Management methodologies
- Experience with enterprise platforms such as Google Workspace, Zoho, zScaler, Fortinet/FortiGate, pfSense, Trend Micro, NinjaOne, Google Security Operations, PRTG, and Cisco devices
- Holder of a Cisco, AWS, Microsoft, Google, or similar technical certification
- Participation in a completed Lean Six Sigma project
- Project Management certification (e.g., PMP, CAPM)
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