Technical Service Delivery Leads (Day/Night Shift)

We are looking for hands-on Technical Service Delivery Leads (day/night) to support our fast-paced PC and console games QA operations in Manila. This role is ideal for a senior technical professional who excels in deep troubleshooting, client focused service delivery, and operational leadership.

Responsibilities:

• Act as the lead escalation engineer, diagnosing and resolving complex network, WAN infrastructure, and build delivery/deployment issues.
• Oversee IT service delivery for QA operations, ensuring reliable build delivery, site to-site connectivity, client application support, and helpdesk workflow management.
• Work directly with project teams, clients, and QA leadership to understand requirements and deliver effective technical solutions.
• Drive incident and problem resolution while maintaining high service quality and SLA performance.
• Manage asset lifecycle processes and support deployment readiness for new projects and expansions.
• Partner with InfoSec and facilities teams to ensure compliance and operational stability.
• Deputize for the IT Manager, stepping in to lead operations and decision-making when required.

• 10+ years in IT operations, infrastructure, or technical support roles.
• Strong hands-on expertise in networking, servers, virtualization, identity management (AD/Azure AD), and Windows/macOS endpoints.
• Experience supporting operationally intensive environments—preferably QA, production, or similar.
• Excellent communication skills with the ability to translate technical issues for non technical teams and clients.
• Familiarity with ITIL practices, ticketing systems, SLA reporting, and incident management.
• ITIL Foundation or technical certifications (networking/security/infrastructure) are a plus.

• Paid Time Offs
• HMO plus 1 dependent
• Fun and friendly working environment.