IT Operations Manager

IT Operations Manager | Hybrid | Night Shift | Ortigas

Management (Information & Communication Technology)

Become a part of our worldwide outsourcing team and discover work life balance like no other.

Imagine the exhilaration of spearheading global recruitment endeavors while grounded in your homeland. Experience the rush of connecting with top-tier talent worldwide, all from the comfort of your local hub. This isn't merely a job—it's an opportunity to redefine your career trajectory without venturing beyond your country's borders. The  IT Operations Manager will manage and lead the IT operations teams during the night shift, ensuring the stability and efficiency of IT services. This role involves direct client engagement, management of service delivery KPIs, escalation handling, and fostering a culture of excellence and continuous improvement. Elevate your career to unprecedented heights and become an integral part of a team that's reshaping the future of recruitment. Join us now and unlock boundless possibilities right at your fingertips.

A glimpse into your future role:

Employment Type: Full-time 

Schedule: Night Shift

What will you do in our team?

Team Management:

• Oversee the infrastructure, service desk, and security teams to ensure effective service delivery.
• Coordinate and allocate resources efficiently, working closely with Technical Team leaders for optimal coverage.
• Serve as the primary decision maker for GT Services on the night shift.

Service Delivery and KPI Management:

• Ensure all service delivery KPIs are met or exceeded.
• Work with the GT Services leadership to develop, implement, and maintain a culture of continuous service improvement, encompassing maintenance and support processes, tools, standards, and the overall performance of the support team.

Incident and Escalation Management:

• Act as a point of escalation for complex support cases, guiding support technicians.
• Manage and escalate issues and incidents to ensure timely resolution to other support teams.
• Draft Post Incident Reports adhering to agreed-upon SLAs.
• Oversee and contribute to the root cause analysis, ensuring a thorough understanding of the incident's origin, and presenting findings to stakeholders with recommendations for preventive measures.

Client and Internal Relationship Management:

• Directly engage with clients to understand their needs and build strong relationships.
• Develop and maintain strong relationships with users, ensuring their needs are effectively addressed.
• Foster a culture of excellence, customer focus, and continuous improvement among team members.

Operational Oversight:

• Oversee all Business As Usual (BAU) team activities.
• Be capable of operating independently, serving as a right-hand to the senior IT Operations Manager and taking initiative in decision-making processes.

What are we looking for?

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• A minimum of 7 to 10 years of experience in IT operations, with at least 3 to 5 years in a managerial role.
• Proven experience as an IT Operations Manager, preferably in a BPO or IT services-related industry.
• Strong experience in managing service delivery and improving IT operations.
• Excellent leadership skills with the ability to foster a culture of support and collaboration.
• Strong interpersonal and communication skills, capable of effectively engaging clients and internal teams.
• Demonstrable problem-solving and decision-making capabilities.
• Knowledge of incident management, risk mitigation, and IT service management frameworks (ITIL certification preferred).
• Experience with organizations that are certified with ISO27001 is preferred.
• Advanced certifications in relevant IT disciplines are advantageous.

What awaits you here at Emapta?

• HMO coverage upon regularization
• Competitive Package
• Prime office locations
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion
• Mentorship and exposure to global leaders and teams
• Upskilling through Emapta Academy
• Diverse and supportive work environment

Why We Stand Out Among the Rest!:

Join Emapta, a company recognized as one of the 'Best Places to Work for in Asia' by HR Asia and 'The Philippines’ Best Employers for 2023.' Our culture of care and empathy, reflected in our 50/50 gender ratio, ensures you'll feel like part of the family from day one. We're dedicated to nurturing talent and providing the tools for your success. Be part of a squad of dream chasers and world changers, showcasing Filipino talent to the world. With 18 strategically located offices and over 720 clients, you'll have the opportunity to make a positive impact daily, whether you prefer office-based or work-from-home options. Join us for a 100% virtual recruitment process and let's make magic together!

“Working in Emapta not only provides you the certainty of working with a well-established organisation which nurtures the careers of almost 7,400+ team members – it also places you in direct relationships with some of the world’s leading and most innovative companies.”

#EmaptaExperience

Your application will include the following questions:

What's your expected monthly basic salary?

At Emapta, we prioritize diversity, inclusion, and equality in our workforce.

We believe that a diverse team fuels innovation and drives success. We embrace individuals' unique backgrounds, experiences, and perspectives, fostering an environment where everyone feels valued and empowered.

Our hiring practices are fair and unbiased, providing equal opportunities for all qualified candidates. We actively seek diverse talent and encourage individuals from underrepresented groups to apply.

Join us in creating a workplace that celebrates diversity, inclusion, and equality to drive positive change for all.

At Emapta, we prioritize diversity, inclusion, and equality in our workforce.

We believe that a diverse team fuels innovation and drives success. We embrace individuals' unique backgrounds, experiences, and perspectives, fostering an environment where everyone feels valued and empowered.

Our hiring practices are fair and unbiased, providing equal opportunities for all qualified candidates. We actively seek diverse talent and encourage individuals from underrepresented groups to apply.

Join us in creating a workplace that celebrates diversity, inclusion, and equality to drive positive change for all.

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