MIS Team Lead

I. PURPOSE

The MIS Team Lead (L3) provides senior technical leadership and operational oversight for enterprise Managed Infrastructure Services. This role acts as the highest technical escalation point, ensuring SLA compliance, service quality, and continuous improvement across network, cybersecurity, cloud, compute, applications, voice, and data center services.

II. KEY RESPONSIBILITIES

Technical Leadership & Escalation

• Serve as L3/final escalation for critical infrastructure incidents.


• Lead advanced troubleshooting, diagnostics, and service restoration.


• Drive root cause analysis and preventive actions for recurring issues.

Service Operations & Delivery

• Ensure reliable service delivery aligned with the Managed Services Catalogue.


• Coordinate with L1/L2 teams to meet SLAs, KPIs, and ITIL-based processes.


• Participate in change management and risk assessments.

Team Leadership

• Mentor and coach engineers; support skills development and readiness.


• Oversee shift handovers to ensure 24/7 service continuity.


• Conduct technical training and incident simulations.

Stakeholder & Client Engagement

• Represent technical operations during client escalations and reviews.


• Provide timely updates during major incidents.


• Support service onboarding and transitions.

Continuous Improvement

• Recommend technology, configuration, and process enhancements.


• Lead post-incident reviews and operational improvements.


• Evaluate emerging technologies for managed services.

III. QUALIFICATIONS

Education:
Bachelor’s degree in IT, Computer Engineering, or equivalent experience.

Experience:

• 8+ years in IT infrastructure operations, including 3+ years in an L3 or senior role.


• Expertise in at least three domains: Networking, Cybersecurity, Servers/Virtualization, Cloud, Unified Communications, or Data Center Operations.


• Strong ITIL and managed services experience.

Core Competencies:
Advanced troubleshooting, leadership under pressure, broad infrastructure expertise, client focus, and process discipline.

PERFORMANCE INDICATORS

• SLA and KPI compliance


• P1/P2 incident resolution time


• Quality of RCA documentation


• Team capability and escalation readiness


• Client satisfaction and service feedback

IV. WORKING CONDITIONS
• Reporting to the company’s main office in Makati City.
• Shifting schedule.
• Collaborate physically and/or virtually with internal and external stakeholders.
• May travel for company-sponsored conferences and related marketing events.
• Attend training and acquire certifications that are applicable to the role.