Job Title: Technology Operations Manager

Location: BGC, Manila (Onsite)

Department: Technology - IT Operations

Reports to: Head of Technology Operations

Job Summary:

The Technology Operations Manager is responsible for the day-to-day management and operational reliability of production technology platforms and services. This role ensures the stability, availability, performance, and operational efficiency of infrastructure, cloud platforms, applications, and supporting technology services.

The role manages operational teams responsible for monitoring, incident response, platform operations, and service reliability. It supports the implementation of modern operational practices including automation, observability, and Site Reliability Engineering (SRE) principles.

Working under the direction of the Head of Technology Operations, this role ensures that operational procedures, incident management, service monitoring, and platform maintenance activities are executed effectively to maintain service reliability and meet established SLAs and SLOs.

Key Responsibilities:

Production Operations & Service Reliability

· Manage day-to-day production operations across:

o Cloud platforms (AWS/Azure/GCP)

o SaaS/PaaS platforms o Core systems and digital platforms o Integration services and supporting infrastructure

· Ensure operational stability including:

o Service availability o System performance o Platform stability

· Monitor and maintain compliance with:

o Service Level Agreements (SLAs)

o Service Level Objectives (SLOs)

o Service reliability targets

· Coordinate operational response for service degradation and outages.

Site Reliability Engineering (SRE) & Modern Ops

· Support the implementation of modern operations practices including:

o SRE principles o Automation-driven operations o Observability and monitoring improvements

· Implement operational improvements including:

o Proactive monitoring o Operational automation o Self-healing capabilities where applicable

· Track and improve operational metrics including:

o Mean Time to Detect (MTTD)

o Mean Time to Restore (MTTR)

Incident, Problem & Crisis Management

· Lead operational response for:

o Production incidents o Service disruptions o Platform degradation events

· Coordinate:

o Incident triage o Escalation management o Service restoration activities

· Ensure completion of:





o Root Cause Analysis (RCA)

o Problem management reviews o Corrective and preventive actions

· Support major incident management under direction of the Head of Technology Operations.

Disaster Recovery, Resilience & Continuity

· Support the execution of:

o Disaster Recovery procedures o Technology resilience exercises o DR testing activities

· Ensure operational readiness for:

o System failover o Backup validation o Recovery procedures

· Assist in maintaining compliance with defined RTO and RPO targets.

Platform Operations & Infrastructure Management

· Manage operational support for:

o Cloud infrastructure o Data platforms o Middleware and integration platforms o Network and security infrastructure

· Ensure operational execution of:

o Patch management o Capacity monitoring o Vulnerability remediation o Configuration management

· Support platform optimization including:

o Automation initiatives o Infrastructure standardization o Cost monitoring and optimization.

Observability, Monitoring & Operational Intelligence

· Operate enterprise monitoring tools including:

o Infrastructure monitoring o Application monitoring o Logging and metrics platforms o Alerting systems

· Maintain operational dashboards and reporting for:

o Platform health o Incident trends o Service performance

· Ensure timely detection and escalation of service issues.

Vendor & Managed Services Operations

· Coordinate operational activities with:

o Technology vendors o SaaS providers o Managed service providers

· Support vendor governance through:

o SLA monitoring o Incident escalation o Performance tracking

· Ensure vendors meet operational performance expectations.

Security, Risk & Compliance in Operations

· Ensure operational adherence to:

o Security policies o Access control standards o Change management procedures

· Support remediation activities for:

o Vulnerabilities o Security findings o Audit observations





· Assist in maintaining compliance with regulatory and internal control requirements.

ITSM, Process & Operational Governance

· Execute and maintain IT service management processes including:

o Incident management o Problem management o Change management o Capacity and availability management

· Maintain operational documentation including:

o Runbooks o SOPs o Operational playbooks

· Support service reporting and operational performance tracking.

Team & Operational Model Management

· Lead and supervise operational teams including:

o L1 monitoring and operations o L2 technical support teams

· Support the execution of:

o 24x7 operational coverage o On-call rotations o Escalation procedures

· Ensure team adherence to operational standards and procedures.

Key Deliverables:

· Production Operations Performance Reports

· Incident and Problem Management Reports

· Platform Health and Availability Dashboards

· Operational Runbooks and SOP Documentation

· DR Test Execution Reports

· Monitoring and Observability Implementation Support

· Vendor Operational Performance Reviews

Qualifications (Required)

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

· 8+ years of experience in IT operations, platform operations, or infrastructure support.

· At least 3+ years managing operational or technical support teams.

· Experience working with:

o Cloud platforms (AWS/Azure/GCP)

o Enterprise production systems o Monitoring and observability tools

· Experience supporting:

o Incident management o Production operations o High-availability environments.

Preferred Qualifications

· TIL Foundation certification.

· Experience working in regulated environments such as:

o Banking o Insurance o Fintech

· Experience with:

o DevOps or SRE practices o Automation tools o Observability platforms

· Experience supporting digital platforms and high-transaction environments.

Leadership Competencies

· Strong operational execution and accountability

· Ability to manage incidents and production issues under pressure

· Detail-oriented and process-driven

· Collaborative team leadership and coordination skills

· Solid communication and escalation management

· Focus on service reliability and continuous improvement

Work Location: In person

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