Assistant Manager, Infrastructure Support (IS)

Role Overview

The Assistant Manager, Infrastructure Support (IS) supports the Manager of Infrastructure Support in overseeing the day-to-day operations of the Manila-based IS Operations team. This role is responsible for ensuring operational excellence, SLA adherence, team performance, and continuous improvement across Infrastructure Support services delivered from Manila, primarily supporting EMEA and North America regions.

The Assistant Manager acts as the primary operational and people leader for the Manila IS team, providing guidance, coaching, escalation management and building positive team morale, while maintaining close alignment with the IS Manager on strategy, service quality, and performance objectives.

Key Responsibilities

Operational Oversight (Manila)

Oversee daily IS Operations activities for the Manila team, ensuring incidents and service requests are prioritized, dispatched, and resolved within defined SLAs.

Monitor ticket queues, workload distribution, and resource utilization to maintain service continuity and operational efficiency.

Act as the primary escalation point for operational issues during Manila coverage hours, engaging the IS Manager for major or critical escalations as required.

Participate in Major Incident and Service Restoration efforts, coordinating internal communication and follow-ups.

Ensure accurate time tracking, ticket documentation, and handover reporting between shifts and regions.

Support new service, client, or process onboarding in collaboration with the IS Manager and Service Delivery teams.

Assist with resource onboarding activities (Client access, accounts, etc)

Shift scheduling including on-call rotation

Team Leadership & People Management

Provide day-to-day leadership, guidance, and mentorship to IS employees based in Manila.

Conduct regular 1:1s, performance check-ins, and contribute to formal performance evaluations in partnership with the IS Manager.

Actively support the onboarding and training of new team members, ensuring readiness across technical and operational processes.

Identify skill gaps and training needs within the team and recommend development initiatives.

Participate in interviewing and evaluating candidates for IS Operations roles in Manila.

Foster a collaborative, accountable, and high-performance team culture.

Performance, Metrics & Continuous Improvement

Track and analyze operational KPIs, SLA performance, ticket trends, and quality metrics to identify opportunities for improvement.

Review QA findings and operational data to address recurring issues, process gaps, or efficiency challenges.

Drive continuous improvement initiatives focused on service quality, operational consistency, and team effectiveness.

Contribute to the refinement and standardization of IS Operations workflows, documentation, and procedures.

Communication & Stakeholder Support

Act as a key communication bridge between the Manila IS team and the IS Manager.

Provide management with regular operational updates, risks, and recommendations.

Support client-facing communication during incidents or escalations when required, in coordination with the IS Manager and Service Delivery Manager.

Ensure clear, timely, and professional communication during incidents and cross-functional engagements.

Qualifications & Experience

Required

5+ years of experience in IT / IS Operations, Infrastructure, Network, or NOC environments.

Proven experience in a senior operational or lead role with formal people-management experience (e.g., Shift Lead, Senior Engineer, Team Lead).

Strong understanding of incident management, SLA-driven operations, and 24x7 support environments.

Hands-on technical background in infrastructure and network operations.

Proven ability to lead, coach, and support technical teams in a fast-paced environment.

Excellent communication skills in English, both written and verbal.

Preferred

Experience working in Managed Services, MSP, or SaaS environments.

Familiarity with ITIL or structured service management frameworks.

Experience supporting EMEA and North America operations.

Cloud and network certifications (e.g., AWS, Azure, Cisco, Palo Alto, CompTIA Security+ or equivalent).

Experience contributing to operational process improvement and performance optimization initiatives.

Benefits entitlement 

Vacation: 15 days

Sick/Personal Days: 15 days

Rice Allowance

HMO Coverage

De minimis