Job Description

Work Setup: Onsite (Clark Pampanga)

 Work Schedule: Flexible with mid or night shift schedule

The IT Technology Analyst – Team Lead is a critical frontline leadership role overseeing end-to-end IT service delivery, infrastructure reliability, and team execution. It combines technical expertise and people leadership to ensure stable IT operations, strong customer experience, and compliance with company's standards across network, infrastructure, and service management.

The role supports BAU operations, transitions, continuous improvement, and develops a high-performing, customer-centric IT team.

Qualifications & Experience:

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
• At least 6 years of progressive experience in IT infrastructure, network operations, and service delivery
• Prior experience leading teams or acting as a shift / module lead is strongly preferred

Technical & Professional Skills

• Strong understanding of IT infrastructure, including:

• LAN / WAN networks
• Telecommunications & VOICE
• Servers, systems, and cloud fundamentals
• Proven experience in:
• Incident, Problem, and Change Management
• Managing and troubleshooting LAN & WAN environments
• Hands on expertise with Cisco switches, routers, and firewalls
• Strong troubleshooting skills across enterprise IT environments
• CCNA or CCNP certification required
• If expired, must demonstrate recent Cisco training and relevant hands on experience

Leadership & Behavioral Skills

• Demonstrated ownership mindset and ability to lead under pressure
• Strong communication and stakeholder management skills
• Customer centric approach with the ability to work across global IT and business teams
• Comfortable working in shifting schedules and high availability environments

Key Responsibilities:

Service Delivery & Operations

• Lead L2 service delivery for Network, Security, VOICE, Server, and Systems teams, ensuring timely incident resolution per SLAs and OLAs; act as escalation point for critical issues.

Incident, Problem & Change Management

• Drive incident resolution, RCA, and preventive actions; enforce Problem Management to reduce repeats.
• Manage Change & Release activities including CMDB updates, FSC, and risk assessments.

Availability, Continuity & Resilience

• Ensure IT service availability via backup validation, redundancy checks, capacity monitoring, and participation in BCMS and DR drills.

Service Transition & Improvement

• Support service transitions, migrations, and upgrades; identify service gaps and implement improvements; collaborate with service owners to enhance stability and performance.

Vendor & Supplier Management

• Coordinate with vendors for escalations and resolutions; monitor and provide feedback on vendor performance.

Security, Compliance & Quality

• Implement corrective actions on security alerts; ensure compliance with IT policies, asset management, audits, and address audit findings.

IT Asset & Configuration Management

• Manage IT assets lifecycle with asset teams; maintain accurate records and compliance with governance processes.

People, Knowledge & Capability Development

• Provide guidance and coaching; promote training and certifications; contribute to knowledge management via SOPs, FAQs, and documentation.

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities