Associate Manager - IT Operations

<p> </p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>The Role</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">At HelloConnect, you will be part of a dynamic team in <strong>Inoza tower, BGC</strong> that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">As an <strong>Associate Manager</strong> - <strong>IT Operations</strong>, you will take on a key responsibility in driving the expansion of our IT services in Manila by architecting scalable systems and leading a multi-tiered engineering team (Jr. to Senior). In this pivotal role, you will oversee day-to-day desk-side support, ensure network and infrastructure stability, maintain strict PEZA regulatory compliance, and elevate end-user satisfaction across the organization., contributing to our ongoing efforts to drive business success and enhance customer satisfaction.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!</span></p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>What you’ll do</strong></span></h2> <ul> <li> <p style="line-height: 1;" data-path-to-node="0,0,0"><strong data-path-to-node="0,0,0" data-index-in-node="0">Team Leadership & Development:</strong> Recruit, mentor, and manage a multi-tiered IT support team (L1–L3), overseeing daily operations, performance evaluations, continuous technical upskilling, and schedule management.</p> </li> <li style="line-height: 1;"> <p data-path-to-node="0,1,0"><strong data-path-to-node="0,1,0" data-index-in-node="0">IT Service Delivery & SLA Management:</strong> Define and optimize L1/L2+ service procedures, runbooks, and workflows; manage the full user lifecycle, conduct ticket quality audits (DSATs), and ensure team SLA targets are met.</p> </li> <li style="line-height: 1;"> <p data-path-to-node="0,2,0"><strong data-path-to-node="0,2,0" data-index-in-node="0">Infrastructure & Asset Operations:</strong> Partner with global and facilities teams to manage local network infrastructure, endpoint security (Intune/Jamf, ZScaler, SentinelOne), AV systems, asset lifecycles (Snipe-IT), and hardware procurement.</p> </li> <li style="line-height: 1;"> <p data-path-to-node="0,3,0"><strong data-path-to-node="0,3,0" data-index-in-node="0">PEZA Regulatory Compliance:</strong> Direct all Philippine Economic Zone Authority (PEZA) compliance activities, including IT asset registration, movement tracking, import/export documentation, disposition, and audit readiness.</p> </li> <li style="line-height: 1;"> <p data-path-to-node="0,4,0"><strong data-path-to-node="0,4,0" data-index-in-node="0">Security, Risk & Business Continuity:</strong> Enforce ITIL/ISO security standards and access controls, conduct software license and operational audits, and lead disaster recovery (DR) and site continuity planning.</p> </li> <li> <p style="line-height: 1;" data-path-to-node="0,5,0"><strong data-path-to-node="0,5,0" data-index-in-node="0">Project, Vendor & Stakeholder Management:</strong> Lead office IT expansions and infrastructure projects, manage vendor contracts and ISP relationships, control IT budgets, and deliver performance reporting to global leadership.</p> </li> </ul> <p> </p> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>What you’ll bring</strong></span></h2> <ul> <li> <p data-path-to-node="0,0,0"><strong data-path-to-node="0,0,0" data-index-in-node="0">Education & Professional Background:</strong> Holds a Bachelor's degree in IT, Computer Science, or a related field, backed by 5+ years in IT infrastructure/support and 3+ years in a supervisory or management role within global organizations.</p> </li> <li> <p data-path-to-node="0,1,0"><strong data-path-to-node="0,1,0" data-index-in-node="0">Team Leadership & Soft Skills:</strong> Demonstrates strong capabilities in coaching, team building, and project management, paired with high autonomy, critical thinking, customer-centricity, and full English proficiency.</p> </li> <li> <p data-path-to-node="0,2,0"><strong data-path-to-node="0,2,0" data-index-in-node="0">Core Technical & Systems Knowledge:</strong> Proficient in managing multi-OS environments (Windows, macOS), MDM tools (Intune, Jamf), endpoint security (ZScaler, SentinelOne), and asset tracking (Snipe-IT).</p> </li> <li> <p data-path-to-node="0,3,0"><strong data-path-to-node="0,3,0" data-index-in-node="0">Infrastructure & Operations Fundamentals:</strong> Solid grounding in network management (LAN, WiFi, PABX), modern SaaS tools (Google Workspace, Jira, Slack), and ITIL frameworks (Agile is a plus).</p> </li> <li> <p data-path-to-node="0,4,0"><strong data-path-to-node="0,4,0" data-index-in-node="0">Regulatory Compliance:</strong> Knowledgeable in PEZA compliance guidelines and IT asset management protocols specific to Philippine economic zones.</p> </li> <li> <p data-path-to-node="0,5,0"><strong data-path-to-node="0,5,0" data-index-in-node="0">Vendor & Stakeholder Relations:</strong> Skilled at managing high-level stakeholder communications, navigating procurement pipelines, and handling vendor contracts and negotiations.\\</p> </li> </ul> <p><span style="font-size: 12pt;"><strong>Work Setup</strong></span></p> <ul> <li>Schedule: Monday to Friday</li> <li>Shift time: 12:00pm - 9:00am MNL</li> <li>Fully Onsite</li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>What we offer</strong></span></h2> <ul> <li style="font-family: helvetica, arial, sans-serif; line-height: 2;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Competitive Compensation</strong>: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication</span></li> <li style="font-family: helvetica, arial, sans-serif; line-height: 2;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Wellness & Perks</strong>: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind</span></li> <li style="font-family: helvetica, arial, sans-serif; line-height: 2;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Growth Opportunities</strong>: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform</span></li> <li style="font-family: helvetica, arial, sans-serif; line-height: 2;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Dynamic Environment</strong>: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures</span></li> <li style="font-family: helvetica, arial, sans-serif; line-height: 2;"><span style="font-family: helvetica, arial, sans-serif;"><strong>Work-Life Balance</strong>: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time</span></li> </ul> <h2><span style="font-family: helvetica, arial, sans-serif;"><strong>Are you up for the challenge?</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! </span></p> <p><span style="font-family: helvetica, arial, sans-serif;">#helloconnect<br>#LI-Onsite<br>#LI-DNI<br></span><span style="font-family: helvetica, arial, sans-serif;">#hcgreenhouse<br></span></p> <p> </p>