IT Team Lead (Alabang)

Work Setup: Onsite (Alabang)

Work Schedule: US Shifts

Qualifications & Experience

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
• At least 8 years of progressive experience in IT infrastructure, network operations, and service delivery
• Prior experience leading teams or acting as a shift / module lead is strongly preferred

Technical & Professional Skills

• Strong understanding of IT infrastructure, including:
• LAN / WAN networks
• Telecommunications & VOICE
• Servers, systems, and cloud fundamentals
• Proven experience in:
• Incident, Problem, and Change Management
• Managing and troubleshooting LAN & WAN environments
• Hands on expertise with Cisco switches, routers, and firewalls
• Strong troubleshooting skills across enterprise IT environments
• Preferred with Cisco Certification (CCNA or CCNP, even if expired)

Leadership & Behavioral Skills

• Demonstrated ownership mindset and ability to lead under pressure
• Strong communication and stakeholder management skills
• Customer centric approach with the ability to work across global IT and business teams
• Comfortable working in shifting schedules and high availability environments

Key Responsibilities

Service Delivery & Operations

• Lead and support L2 service delivery across Network, Security, VOICE, Server, and Systems teams
• Ensure timely resolution of incidents and service requests in line with SLAs and OLAs
• Act as an escalation point for critical operational and customer issues

Incident, Problem & Change Management

• Drive effective incident resolution, RCA, and preventive actions
• Ensure adherence to Problem Management practices to reduce repeat incidents
• Manage and implement Change & Release activities, including:
• CMDB updates
• Forward Schedule of Change (FSC)
• Risk and impact assessments

Availability, Continuity & Resilience

• Ensure high availability of IT services through:
• Backup validation
• Redundancy checks (power, network, systems)
• Capacity monitoring and reporting
• Participate in BCMS and DR drills, ensuring readiness and compliance

Service Transition & Improvement

• Support service transitions, technology migrations, and system upgrades
• Identify service gaps and implement continuous improvement initiatives
• Partner with service owners to enhance stability, performance, and user experience

Vendor & Supplier Management

• Coordinate with external vendors and service providers for escalations and resolution
• Monitor vendor performance and provide feedback to improve service quality

Security, Compliance & Quality

• Implement corrective actions based on security alerts and vulnerability reports
• Ensure compliance with:
• IT policies
• Asset management standards
• Audit and quality requirements
• Address audit observations and drive closure actions

IT Asset & Configuration Management

• Manage IT assets across their lifecycle in coordination with asset and facilities teams
• Ensure accuracy of asset records and compliance with asset governance processes

People, Knowledge & Capability Development

• Provide daytoday guidance, coaching, and support to team members
• Promote training, certification, and skill development (technical & behavioral)
• Contribute to knowledge management, including SOPs, FAQs, and self help documentation

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities