Technical Service Delivery Lead (day/night)

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 a deeply technical role ideal for senior IT professionals who excel in advanced troubleshooting, escalation handling, and delivering reliable technical solutions in operational environments.

This role requires strong ownership, the ability to work independently, and a proactive, problem-solving mindset to maintain business continuity across critical operations.

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.

• 10+ years of 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.
• Experience working in operationally intensive environments (e.g., QA, production, or similar).
• Familiarity with ITIL practices, ticketing systems, SLA reporting, and incident management.
• Ability to work independently and take ownership of technical service delivery.

Technical stack may include but not limited to:

• Networking (hands-on experience required)
• Windows Active Directory
• Microsoft Azure (or similar cloud exposure)
• Windows clients & servers
• Linux (nice to have)
• Mobile device configuration

• Paid Time Offs
• HMO plus 1 dependent
• Have the opportunity to work in a gaming industry!