Assistant Manager

Role Overview

• Oversee daily IS operations, ensuring tickets are prioritized and resolved within SLAs
• Maintain operational consistency through structured processes, clear ownership, and workload management
• Monitor ticket queues and resource utilization to ensure service continuity and efficiency
• Act as the primary escalation point during Manila hours, supporting major incidents and communication
• Ensure accurate time tracking, documentation, and shift handovers
• Support onboarding of services, clients, and resources
• Manage team scheduling and on-call coverage
• Provide day-to-day leadership, guidance, and accountability for the Manila IS team
• Conduct regular 1:1s focused on performance, development, and engagement
• Manage performance: set expectations, address gaps, and recognize strong contributions
• Support evaluations with objective, measurable input alongside the IS Manager
• Lead onboarding and training to ensure operational readiness
• Identify skill gaps and drive development plans
• Participate in hiring, assessing both technical and behavioural fit
• Foster a collaborative, accountable, high-performance team culture
• Own and track KPIs, SLA performance, ticket trends, and quality metrics
• Use data to identify gaps, inefficiencies, and improvement opportunities
• Drive consistent, repeatable processes to improve scalability and service quality
• Lead continuous improvement initiatives across operations and team performance
• Ensure adherence to processes, workflows, and documentation; contribute to standardization
• Partner with the IS Manager to improve visibility, accountability, and decision-making
• Act as the primary communication bridge between the Manila IS team and the IS Manager.
• Provide clear and structured operational updates, including risks, performance insights, and actionable recommendations.
• Support client-facing communication during incidents or escalations when required, in coordination with the IS Manager and Service Delivery Manager.
• Ensure communication is timely, clear, and professional across all operational and cross-functional interactions.

Requirements

• 5+ years in IT/IS, Infrastructure, Network, or NOC environments
• 2–3 years of people management (performance, 1:1s, coaching, accountability)
• Experience in SLA-driven, 24x7 operations
• Proven ability to drive performance, structure, and consistency
• Strong understanding of incident management and service delivery
• Solid technical background to support the team (not hands-on focus)
• Strong written and verbal English communication skills
• Preferred Experience working in Managed Services, MSP, or SaaS environments.
• Familiarity with ITIL or structured service management frameworks.
• Experience supporting EMEA and North America operations.
• Cloud and network certifications (e.g., AWS, Azure, Cisco, Palo Alto, CompTIA Security+ or equivalent).
• Experience driving operational improvements, process standardization, and team development initiatives.

Tech Stack

• AWS
• Azure
• Cloud

Benefits

• Health insurance
• Flexible work arrangements
• Professional development opportunities