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Infrastructure & Operations Manager
Job Location:
Job Location:
Makati City - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
20 August 2026 (12 hours ago)
Posted:
Application Deadline:
17 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Tech Experience Manager
Global Technology
Reports to: Sr. Director of IT and Client Solutions
About the Role
The Tech Experience Manager leads Booths Tech Experience team ensuring the seamless day-to-day operation of end-user technology support and the delivery of exceptional IT services. This leadership position owns IT support delivery and asset lifecycle management. This role partners with the Sr. Director of IT and Client Solutions on client-driven technical requirements and with the Director Information Security and Infrastructure on infrastructure and security/compliance matters that touch the end-user experience keeping execution aligned across teams.
What This Role Does
Team Leadership and Continuous Improvement
Lead mentor and develop the Tech Experience team fostering their growth and scalability.
Validate the quality and effectiveness of work performed by the team to ensure service excellence and adherence to standards.
Foster a continuous learning and development culture within the team.
Monitor and measure key performance indicators (KPIs) to ensure service excellence efficiency and scalability.
Identify opportunities for process improvements and apply Lean principles to enhance efficiency and effectiveness.
Collaborate with cross-functional teams to recommend upgrades and new systems with scalability in consideration.
Stay current with industry trends and emerging technologies to drive innovation.
Drive the proactive support required in all facets of this role.
Ensure that solutions provided are scalable.
Work closely with the Sr. Director of IT and Client Solutions on stakeholder and client communications and with the Director Information Security and Infrastructure on infrastructure and security/compliance matters that touch the end-user experience.
Resource Management
Perform staff capacity management for the Tech Experience team based on project pipeline and timelines.
Monitor service resources and provide recommendations to prevent inadequacy.
IT Service Desk Management
Oversee the Tech Experience Associates and Tech Experience Lead in providing support for basic workspace accounts applications remote assistance security monitoring and connectivity issues.
Maintain ticket records and chat support and ensure efficient incident resolution and request fulfillment for routine IT incidents (e.g. password resets single-device connectivity or hardware issues standard software support).
Manage on-site support device configuration hardware issue resolution and inventory management.
Escalate immediately to the Director Information Security and Infrastructure before attempting independent remediation any incident involving suspected unauthorized access malware/ransomware spreading beyond a single endpoint data exfiltration or loss of client or sensitive company data any infrastructure-level issue beyond service-desk scope or any other event that could be compliance-reportable.
Inventory Management and Asset Lifecycle
Own end-to-end IT asset lifecycle management from procurement and provisioning through redeployment and decommissioning.
Maintain accurate audit-ready inventory records for hardware software licenses and peripherals across the organization.
Establish and enforce asset tagging tracking and reconciliation processes to minimize loss and shrinkage.
Partner with Procurement and Finance on asset budgeting depreciation tracking and replacement planning.
Define and monitor refresh cycles for endpoints and infrastructure equipment to balance cost and performance.
Have the Tech Experience team execute secure wiping of retired end-user assets prior to disposal or repurposing per secure-erasure standards set by the Security and GRC vertical; partner with Infrastructure Engineers (now under the Director Information Security and Infrastructure) on any server- or network-equipment disposal.
Secondary Tasks
Creation of Monthly and Quarterly IT department and IT Services reports.
Assist Incident Managers in handling and communicating incidents.
Perform service and process compliance audits.
Conduct and participate in IT weekly management meetings.
High involvement in asset management problem management and process documentation.
Requirements
What Were Looking For
Must-Haves
At least 4 years of experience in IT service management or a similar role.
Background in end-user IT support/service desk management ideally within a multi-site or BPO/shared-services environment.
Proven people leadership direct experience managing a technical support or service desk team.
Strong grasp of IT asset lifecycle practices and working knowledge of network/endpoint fundamentals sufficient to triage and escalate infrastructure-level issues appropriately.
Comfortable operating both strategically (KPIs process improvement capacity planning) and hands-on (device configuration on-site support escalations).
Experience partnering with infrastructure security/compliance and client-facing functions to keep execution aligned across teams without owning those functions directly.
Sound decision-making and organizational skills.
BS degree in Engineering (Computer/Telecommunication) Computer Science/Information Technology or a related field.
Good-to-Haves
ITIL or similar service management framework certification.
Familiarity with Lean principles and/or formal Project/Service Management methodologies.
General familiarity with enterprise platforms such as Google Workspace and Zoho; hands-on ownership of network/security platforms (Fortinet pfSense etc.) is not required for this role.
Holder of a Cisco AWS Microsoft Google or similar technical certification.
Participation in a completed Lean Six Sigma project.
Project Management certification (e.g. PMP CAPM).
Required Skills:
What Were Looking For Must-Haves At least 4 years of experience in IT service management infrastructure operations or a similar role. Background in IT operations/infrastructure management ideally within a multi-site or BPO/shared- services environment. Proven people leadership direct experience managing Infrastructure Engineers and/or a technical support team. Strong grasp of network fundamentals endpoint/device management and IT asset lifecycle practices. Comfortable operating both strategically (KPIs process improvement capacity planning) and hands- on (device configuration on-site support escalations). Experience partnering with security/compliance and client-facing functions to keep execution aligned across teams. Sound decision-making and organizational skills. BS degree in Engineering (Computer/Telecommunication) Computer Science/Information Technology or a related field. Good-to-Haves ITIL or similar service management framework certification. Familiarity with Lean principles and/or formal Project/Service Management methodologies. Experience with enterprise platforms such as Google Workspace Zoho zScaler Fortinet/FortiGate pfSense Trend Micro NinjaOne Google Security Operations PRTG and Cisco devices. Holder of a Cisco AWS Microsoft Google or similar technical certification. Participation in a completed Lean Six Sigma project. Project Management certification (e.g. PMP CAPM).
