IT Team Lead (CCNA/CCNP) | Alabang

About this role

Work Setup: Onsite (Alabang)
Work Schedule: US Shifts

Qualifications & Experience:
Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

• At least 8 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

• Preferred with Cisco Certification (CCNA or CCNP, even if expired)
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 and support L2 service delivery across Network, Security, VOICE, Server, and Systems teams

• Ensure timely resolution of incidents and service requests in line with SLAs and OLAs

• Act as an escalation point for critical operational and customer issues
Incident, Problem & Change Management

• Drive effective incident resolution, RCA, and preventive actions

• Ensure adherence to Problem Management practices to reduce repeat incidents

• Manage and implement Change & Release activities, including:

• CMDB updates

• Forward Schedule of Change (FSC)

• Risk and impact assessments
Availability, Continuity & Resilience

• Ensure high availability of IT services through:

• Backup validation

• Redundancy checks (power, network, systems)

• Capacity monitoring and reporting

• Participate in BCMS and DR drills, ensuring readiness and compliance
Service Transition & Improvement

• Support service transitions, technology migrations, and system upgrades

• Identify service gaps and implement continuous improvement initiatives

• Partner with service owners to enhance stability, performance, and user experience
Vendor & Supplier Management

• Coordinate with external vendors and service providers for escalations and resolution

• Monitor vendor performance and provide feedback to improve service quality
Security, Compliance & Quality

• Implement corrective actions based on security alerts and vulnerability reports

• Ensure compliance with:

• IT policies

• Asset management standards

• Audit and quality requirements

• Address audit observations and drive closure actions
IT Asset & Configuration Management

• Manage IT assets across their lifecycle in coordination with asset and facilities teams

• Ensure accuracy of asset records and compliance with asset governance processes
People, Knowledge & Capability Development

• Provide daytoday guidance, coaching, and support to team members

• Promote training, certification, and skill development (technical & behavioral)

• Contribute to knowledge management, including SOPs, FAQs, and self help documentation

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)

• Quarterly performance bonus

• Outstanding career development opportunities