Manager IT Operations

What We're Looking For

We are looking for an experienced Manager, IT Operations that will own the global strategy and execution for IT Operations efficiency and operating models, as well as directly manage a team of IT operations staff.

This position is onsite at our offices in Manila (Pasig City), with typical working hours from 3AM until 12PM noon, Tuesday through Saturday, Asia/Manila time (GMT +8.) Working hours may sometimes flex with the needs of the business. This role requires approximately 20% travel, and will spend some time each quarter outside the home office at our offices in Dumaguete and Kuala Lumpur.

This position reports to the Head of Global IT and Security.

What You Will Accomplish

Own the strategy and execution of IT Operations efficiency, operating models, and ways of working

Manage a high-performing team of IT Operations staff

Partner with other IT Operations leaders on implementing their global focal area strategies within your team

Give regular and clear feedback around direct reports performance

Foster decision making on the team, but make final decisions when necessary

Set and manage technology consumers expectations

Participate in production support incidents and hold team accountable for doing application support and resolving incidents

Develop and enforce IT policies and practices

Resolve issues escalated by technicians and engineers

Provide support and guidance to users via service management tools

One Year Deliverables

IT Operations operating model that defines efficient work

IT KPI baselining, measurement, and executive reporting

High level of automation within IT Operations processes

Performance management and career development frameworks

About You

You have 8+ years of IT experience, with 3+ years leading a team

You have experience with IT KPIs, metrics, and performance management

You have high expectations for both yourself and others

You have broad, generalist knowledge of networking, information security, and workstation technologies

You have excellent, high-level people management skills combined with project management skills

You think critically about the status quo and how it can be improved

You have experience with scripting and APIs

You are comfortable working independently in ambiguous situations

Bonus Points

You have experience building tools using LLMs and adopting AIOps principles

You are experienced in startups and/or rapid-growth companies

You are passionate about coaching, mentorship, and career development

You are obsessed with delighting customers

You are open and willing to take on additional responsibilities that may be outside of this role. We are a growing company!