Technology Operations Leader (End-user support)

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