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!