Technical Operations Lead

2 days ago

Taguig, National Capital Region, Philippines beBeeServiceDelivery Full time ₱2,000 - ₱22,500
Job Overview

Main Responsibilities:

  • Lead Technical Team Activities: Oversee technical team operations, optimize automation systems, and ensure exceptional client service delivery while freeing up executive leadership for strategic decision-making.

  • Balance Workload: Efficiently manage technical team workload between incident response and project delivery to meet business objectives.

  • Financial Management: Own budget tracking, cost management, and profitability analysis for assigned projects to drive business growth.

  • Employee Development: Conduct technical team performance reviews, manage day-to-day employee relations, handle conflict resolution, and provide coaching to enhance team performance.

  • Tech Quality Assurance: Ensure all technical work meets company standards before client delivery to maintain high-quality services.

  • Escalation Point: Serve as primary escalation point for technical issues, involving DevOps or CTO based on issue type to resolve complex problems.

  • On-Call Rotation: Manage weekly on-call rotation schedule for after-hours emergency response (P1 and security incidents) to ensure timely support.

Process Development & Team Integration:

  • Standard Operating Procedures: Create and maintain standard operating procedures for technical processes and escalation paths to streamline operations.

  • Tracking Systems: Coordinate with DevOps team on implementing tracking systems for key performance indicators to monitor progress.

  • Process Optimizations: Identify bottlenecks and implement process optimizations across service delivery operations to improve efficiency.

  • Technical Escalations: Coordinate with DevOps team on technical escalations, security issues, and advanced tool support to resolve complex problems.

  • Team Training: Train Patrick as backup service coordinator for basic operational continuity to ensure smooth transitions.

  • Seamless Integration: Ensure seamless integration between technical team, DevOps specialists, and Mission Control operations to achieve business objectives.

Required Skills & Qualifications:

  • Technical Background: 3+ years in IT services with team management experience and project financial responsibility.

  • Team Management: Experience managing technical support operations, performance reviews, and employee development to enhance team performance.

  • Project Financial Management: Proven track record of budget tracking, cost management, and project profitability analysis to drive business growth.

  • Process Optimization: Experience implementing operational improvements, workflow automation, and quality systems to improve efficiency.

  • Client Interface: Professional communication skills for client-facing technical coordination and project management to build strong relationships.

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