IT Director

Job Summary:

The IT Director is responsible for leading and managing the global IT Infrastructure organization, ensuring the availability, performance, and security of all systems supporting BPO operations. This role oversees cloud and on-prem infrastructure, server and endpoint management, patching operations, technical escalations, and lifecycle management of IT services.

The Director will collaborate closely with cross-functional leaders to deliver reliable, scalable, and cost-efficient IT services. This includes workforce planning, performance management, process governance, and ensuring the Infrastructure team adheres to operational and security requirements across all sites.

Job Duties and Responsibilities:

1. Infrastructure Leadership & Team Management

· Lead the IT Infrastructure team across all sites, ensuring high performance and consistent delivery of services.

· Conduct quarterly performance reviews and set SMART objectives for team members.

· Hold weekly 1:1 coaching and progress meetings with direct reports.

· Develop and publish job descriptions and task responsibilities for all infrastructure roles.

· Perform skills gap assessments and create training and development plans.

· Identify subject matter experts (SMEs) within each technology tower.

2. Systems, Cloud & Endpoint Operations

· Oversee the maintenance, monitoring, and optimization of global servers, cloud environments, and endpoint infrastructure.

· Ensure high service availability, meeting performance metrics and operational KPIs.

· Conduct weekly reviews of systems performance, infrastructure metrics, SLA adherence, and team KPIs (hiring, training, productivity).

· Ensure Infrastructure Engineers maintain current knowledge of core service offerings and patching standards.

3. Patching & Security Compliance

· Oversee the deployment of OS patches (PCI and Non-PCI) and Microsoft security updates across servers and endpoints.

· Ensure consistent use of approved patch management tools such as BigFix, MECM/SCCM, Ivanti, WSUS, IBM Endpoint Manager, or ManageEngine.

· Monitor patching trends, identify recurring issues, and recommend process improvements or new standards.

· Ensure all technical documentation, patching procedures, and knowledge articles are complete and regularly updated.

4. Technical Escalations & Service Delivery

· Serve as the primary escalation point for break/fix issues, server/software updates, and feature enhancements.

· Oversee response and resolution to customer-impacting issues, adhering to defined SLAs.

· Approve change requests (RFCs) related to infrastructure operations.

· Provide expert-level technical guidance and support to Infrastructure Engineers.

5. Governance, Reporting & Operational Planning

· Lead weekly IT Infrastructure team meetings covering incidents, changes, and planned work.

· Deliver structured reports on service availability, SLA performance, patching compliance, systems health, and workforce metrics.

· Coordinate with Operations to schedule patching windows for accounts.

· Ensure alignment with Business Continuity and Disaster Recovery (BCP/DR) requirements.

6. Cross-Functional Collaboration & Vendor Management

· Participate in monthly focus group discussions with IT Service Desk, IT Operations, IT Client Services, and other IT teams.

· Build strong relationships with vendors, manage contracts, and support technology procurement activities.

· Work closely with leadership to optimize IT spend across cloud, licensing, and endpoint resources.

7. Other Responsibilities

· Support audits, compliance reviews, and client technology assessments.

· Stay updated on emerging technologies and recommend enhancements aligned with business needs.

· Perform other related duties as assigned by the Head of Technology.

General Qualifications

· Bachelor's Degree in Computer Engineering, Computer Science, ECE, or related field.

· At least 10 years of experience in Systems Administration, NOC operations, remote troubleshooting, and IT service delivery.

· Minimum 10 years of experience working in a BPO environment.

· Strong leadership background with at least 10-15 years of leadership experience, ideally as an IT Director.

· Excellent English communication skills (written and verbal B2 CEFR).

· Proven ability to manage multiple priorities in a fast-paced, dynamic environment.

· Strong commitment to organizational values and operational excellence.

· Willing to work on shifting schedules, weekends, holidays, and onsite when required.

Technical Requirements

· MCSA or ITIL certification (required).

· At least 15 years of hands-on experience in:

o Windows Server Administration

o Endpoint Administration

o Server/Endpoint Patching

· Experience with at least one patching tool: BigFix, MECM (SCCM), ManageEngine, Ivanti, WSUS, IBM Endpoint Manager, etc.

· Experience with AWS or similar cloud platforms.

· Any additional Infrastructure or Cloud certifications are an advantage.

Travel Required:

· 0 – 10%

· Language Skills

· Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.

· Physical Demands

· The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Job Type: Full-time

Pay: Php200, Php250,000.00 per month

Benefits:

• Company Christmas gift
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person