Sr. IT Manager

Job Summary:

The Senior Manager is responsible for leading and managing DME’s IT Infrastructure, ensuring the availability, performance, and security of all systems supporting BPO operations. This role oversees the cloud and on-prem infrastructure, server and endpoint management, patching operations, technical escalations, and lifecycle management of general IT services.

The Senior Manager will collaborate closely with cross-functional leaders to deliver reliable, scalable, and cost-efficient IT services.

Job Duties and Responsibilities:

Infrastructure Leadership & Team Management

• Lead the IT team across all sites, ensuring high performance and consistent delivery of services.
• Conduct Quarterly performance reviews and set SMART objectives for team members.
• Hold Weekly 1:1 coaching and progress meetings with direct reports.
• Develop and publish job descriptions and task responsibilities for all infrastructure roles.
• Perform skills gap assessments and create training and development plans.
• Identify Subject Matter Experts (SMEs) within each technology tower.

Systems, Cloud & Endpoint Operations

• Oversee the maintenance, monitoring, and optimization of both on-prem and cloud environments, backup devices and services, and endpoint infrastructure.
• Ensure high service availability, meeting performance metrics and operational KPIs.
• Conduct weekly reviews of systems performance, infrastructure metrics, SLA adherence, and team KPIs (hiring, training, productivity).
• Ensure Infrastructure Engineers maintain current knowledge of core service offerings and patching standards.

Patching & Security Compliance

• Oversee the deployment of OS patches (PCI and Non-PCI) and Microsoft security updates across servers and endpoints.
• Ensure consistent use of approved patch management tools such as BigFix, MECM/SCCM, Ivanti, WSUS, IBM Endpoint Manager, or ManageEngine.
• Monitor patching trends, identify recurring issues, and recommend process improvements or new standards.
• Ensure all technical documentation, patching procedures, and knowledge articles are complete and regularly updated.

Technical Escalations & Service Delivery

• Serve as the primary escalation point for break/fix issues, server/software updates, and feature enhancements.
• Oversee response and resolution to customer-impacting issues, adhering to defined SLAs.
• Approve change requests (RFCs) related to infrastructure operations.
• Provide expert-level technical guidance and support to Infrastructure Engineers.

Governance, Reporting & Operational Planning

• Lead weekly IT Infrastructure team meetings covering incidents, changes, and planned work.
• Deliver structured reports on service availability, SLA performance, patching compliance, systems health, and workforce metrics.
• Coordinate with Operations to schedule patching windows for accounts.
• Ensure alignment with Business Continuity and Disaster Recovery (BCP/DR) requirements.

Cross-Functional Collaboration & Vendor Management

• Participate in monthly focus group discussions with IT Service Desk, IT Operations, IT Client Services, and other IT teams.
• Build strong relationships with vendors, manage contracts, and support technology procurement activities.
• Work closely with leadership to optimize IT spend across cloud, licensing, and endpoint resources.

Other Responsibilities

• Support audits, compliance reviews, and client technology assessments.
• Stay updated on emerging technologies and recommend enhancements aligned with business needs.
• Perform other related duties as assigned by the Head of Technology.

General Qualifications

• Bachelor’s Degree in Computer Engineering, Computer Science, ECE, or related field.
• 5 – 10 Years of experience in Systems Administration, NOC operations, remote troubleshooting, and IT service delivery.
• 5 – 10 Years of experience working in a BPO environment.
• Strong leadership background with at least 3 – 5 Years of leadership/management experience, ideally as an IT Senior Manager or IT Manager.
• Excellent English communication skills (written and verbal B2 CEFR).
• Proven ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong commitment to organizational values and operational excellence.
• Willing to work on shifting schedules, weekends, holidays, and onsite when required.

Technical Requirements

• MCSA, MCSE, or ITIL certification preferred.
• At least 5 – 10 Years of hands-on experience in:

o Windows Server Administration

o Endpoint Administration

o Server/Endpoint Patching

• Experience with at least one patching tool: BigFix, MECM
• (SCCM), ManageEngine, Ivanti, WSUS, IBM Endpoint Manager, etc.Experience with AWS or similar cloud platforms.
• Any additional Infrastructure or Cloud certifications are an advantage

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Pay raise

Application Question(s):

• How many years of experience do you have overseeing and leading an IT department or IT operations?
• How many years of experience do you have working in a BPO company?
• Are you comfortable with a hybrid setup that requires working onsite 3 days per week and remotely for 2 days?
• How much is your expected salary?

Work Location: Hybrid remote in Taguig