Technical Service Delivery Leads (Gaming Industry)

We are looking for a highly hands-on Technical Service Delivery Lead (day or night shift) to support our fast-paced PC and console games QA operations in Manila. This is ideal for senior IT professionals who excel in advanced troubleshooting, escalation handling, and delivering reliable technical solutions in operational environments.

Responsibilities

• Act as the lead escalation engineer, handling L2 to L3 issues and diagnosing complex technical problems across network, infrastructure, and build delivery systems.
• Lead hands-on troubleshooting of network, WAN, site connectivity, and deployment issues, ensuring minimal disruption to operations.
• Oversee IT service delivery for QA operations, including build distribution, client application support, endpoint management, and helpdesk workflows.
• Serve as the primary escalation point for 2nd and 3rd line support within the Manila office.
• Work directly with project teams, QA leadership, and clients to understand technical requirements and deliver effective, practical solutions.
• Drive incident and problem resolution with a strong focus on root cause analysis and prevention.
• Respond to high-impact, scenario-based incidents (e.g., full office outage), prioritizing business continuity and critical services first.
• Manage asset lifecycle processes and support deployment readiness for new projects and expansions.
• Partner with InfoSec and facilities teams to ensure compliance, security, and operational stability.

Requirements

• Hands-on experience in IT operations, infrastructure, or technical support roles.
• Strong, broad technical knowledge across multiple domains, with the ability to troubleshoot end-to-end systems.
• Proven experience handling escalation levels (L2 - L3), including complex and high-severity incidents.
• Strong problem-solving and troubleshooting mindset, with the ability to assess and respond effectively to critical scenarios.
• Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders and clients.
• Familiarity with ITIL practices, ticketing systems, SLA reporting, and incident management.
• Ability to work independently and take ownership of technical service delivery.

Benefits

Paid Time Offs

HMO plus 1 dependent

Have the opportunity to work in a gaming industry!

Visit website

Testronic is a global QA partner dedicated to empowering the next level in play. For over 25 years, we’ve served as a trusted extension of developer and publisher teams championing a player-focused, partner-first and outcomes-led approach to help our clients achieve success.