76 Technical Leader jobs in the Philippines
Finance Technical Leader
Posted today
Job Viewed
Job Description
Reporting directly to Finance Team Manager, this role is responsible for preparing and reviewing moderately complex financial and accounting analyses, including journal entry preparation, detailed calculations and internal and external reporting while supporting the manager in the management of the team (engagement, development, performance review and hiring).
Position Responsibilities:
- Subject Matter Expertise (SME): Deep knowledge of end-to-end processes, including upstream and downstream management; capable of independently training and guiding the team.
- Team Leadership & Supervision: Oversees daily operations, ensures effective 1st level reviews, manages team utilization and allocation, and provides performance and technical coaching.
- Stakeholder Engagement: Acts as the primary point-of-contact per business unit, anticipates stakeholder needs, and communicates proactively and effectively.
- Issue Resolution & Risk Management: Independently resolves issues, provides solutions, and manages operational risks with foresight and accountability.
- Strategic Support: Assists leadership in succession planning, staff development, and SCM target planning and execution.
- Training & Development: Leads training initiatives for junior team members and supports continuous learning and capability building.
Required Qualifications:
- 5 years or above post qualification experience, in financial or management reporting related position, and experience in MNC is highly preferred, and fluent English communication is a must.
- Bachelor's degree in accounting or finance or equivalent work experience, CPA Preferred
- Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) and must be willing to work on a day shift schedule
- Strong interpersonal and presentational skills.
- Understanding of Advanced Excel functions, and pivot tables; knowledge of common office tools (Word, PPT)
- Comfortable to work with teams from diverse culture and geographies
- Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines
- Strong interpersonal skills and ability to work effectively across cultures, geographies, and senior leadership.
- Excellent English written and verbal communication skills.
- Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.
Preferred Qualifications:
- Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.
- Highly motivated and detail oriented
- Strong analytical and problem-solving skills
- Willing to work on under pressure and on flexible shift
- Overtime may be required to meet business deadlines.
When you join our team:
- We'll empower you to learn and grow the career you want.
- We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
- As part of our global team, we'll support you in shaping the future you want to see
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit .
Manulife is an Equal Opportunity Employer
At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .
Working Arrangement
Hybrid
Windows Technical Leader
Posted today
Job Viewed
Job Description
Job Description
Project Role: Windows Technical Leader
Location: Alabang Muntinlupa
Work setup: Hybrid
PRIMARY TECHNICAL ABILITIES
- Deep technical subject matter expertise and practical experience in the following Windows technologies:
a. Minimum MCSE qualified (win2012 server)
b.AD2012/2016 with experience in design and implementation of complex architecture
c. Domain Services management
Deep hands-on expertise on Azure / Entra environment
Deep hands-on experience in custom security attributes extension and manipulation
Experience in multi-lingual and multi-national service provider company is preferred
Experience as a senior support resource in a large enterprise environment
SECONDARY TECHNICAL ABILITIES
Knowledge in Network configuration with firewalls and switches
Experience with complex software packaging, delivery and maintenance
Experience with configuration management tools such as Ansible, Puppet, Chef, etc.
Experience with Docker
Experience with DevOps environment
Knowledge in ITIL framework
BEHAVIOR ABILITIES:
- Bachelor's degree in Computer Science, Information Technology, or related field.
2. 8+ years of experience in IT infrastructure, with at least 3 years in a leadership role.
3. Strong expertise in Windows Server, Active Directory, and virtualization platforms.
Hands-on experience with cloud platforms (Azure, AWS, or GCP).
Proficiency in enterprise storage and backup technologies.
Experience with scripting and automation (PowerShell, Ansible, etc.) is a plus.
ITIL, Microsoft, VMware, or cloud certifications are preferred.
Self-motivated, eager to learn in the IT profession
Team player must be able to work with people within and outside of the IT department.
Customer service oriented
Excellent communication skills, verbal and written. English speaking mandatory
Ability to analyze and synthesize situations and understand the business constraints
Stakeholder Management / Customer-centric
1. Technical Consulting Services (architecture & design)
• Wintel Infrastructure
o Lead the administration and lifecycle management of Windows Server environments (AD, DNS, DHCP,
GPO).
o Oversee virtualization platforms (VMware, Hyper-V) and ensure optimal performance and capacity planning.
o Ensure compliance with patching, security baselines, and configuration standards.
• Cloud Operations
o Manage hybrid and multi-cloud environments (Azure, AWS, or GCP).
o Lead cloud migration initiatives and ensure alignment with business continuity and security requirements.
o Implement cloud governance, cost optimization, and automation strategies.
• Storage Management
o Design and manage enterprise storage solutions (SAN, NAS, object storage).
o Monitor storage performance, capacity, and availability.
o Implement data lifecycle policies and storage tiering strategies.
• Backup & Recovery
o Lead the enterprise backup and disaster recovery strategy.
o Manage backup tools (e.g., Veeam, Commvault, Veritas) and ensure data protection compliance.
o Conduct regular DR drills and validate recovery procedures.
• Team Leadership & Collaboration
o Lead a team of infrastructure engineers and administrators.
o Collaborate with security, applications, and network teams to ensure end-to-end service delivery.
o Develop and maintain documentation, SOPs, and training materials.
• Security & Compliance
o Ensure infrastructure meets internal and regulatory security standards.
o Support vulnerability management, access controls, and audit readiness.
• Functional/Operational Enhancement
o Pro-active in ensuring stability, response time and operational consistency
o Contribute to continuous-improvement cycle for all functional/operational matters relating to all Windows
& Virtualization platforms
o Process automation
o ITIL disciplines
o Technical & process solutions for complex operational scenarios
o Working closely with partner teams (Systems, Network and Security) to deliver best-of-breed customer
service outcomes.
• Support
o Senior escalation points for all Active Directory-related technical matters globally across
Note: Interested candidate can directly reach out
Windows Technical Leader
Posted today
Job Viewed
Job Description
JOB DESCRIPTION:
Project Rol: Windows Technical Leader
Location: Alabang Muntinlupa
Work setup: Hybrid
PRIMARY TECHNICAL ABILITIES
- Deep technical subject matter expertise and practical experience in the following Windows technologies:
a. Minimum MCSE qualified (win2012 server)
b.AD2012/2016 with experience in design and implementation of complex architecture
c. Domain Services management
d. Azure active directory (MS Entra ID) and ADFS concepts (including Exchange admin authentication)
Deep hands-on expertise on Azure / Entra environment
Deep hands-on experience in custom security attributes extension and manipulation
Experience in multi-lingual and multi-national service provider company is preferred
Experience as a senior support resource in a large enterprise environment
SECONDARY TECHNICAL ABILITIES
Knowledge in Network configuration with firewalls and switches
Experience with complex software packaging, delivery and maintenance
Experience with configuration management tools such as Ansible, Puppet, Chef, etc.
Experience with Docker
Experience with DevOps environment
Knowledge in ITIL framework
BEHAVIOR ABILITIES:
- Bachelor's degree in computer science, Information Technology, or related field.
2.
8+ years of experience in IT infrastructure, with at least 3 years in a leadership role.
Strong expertise in Windows Server, Active Directory, and virtualization platforms.
Hands-on experience with cloud platforms (Azure, AWS, or GCP).
Proficiency in enterprise storage and backup technologies.
Experience with scripting and automation (PowerShell, Ansible, etc.) is a plus.
ITIL, Microsoft, VMware, or cloud certifications are preferred.
Self-motivated, eager to learn in the IT profession
Team player must be able to work with people within and outside of the IT department.
Customer service oriented
Excellent communication skills, verbal and written. English speaking mandatory
Ability to analyze and synthesize situations and understand the business constraints
Stakeholder Management / Customer-centric
1. Technical Consulting Services (architecture & design)
• Wintel Infrastructure
o Lead the administration and lifecycle management of Windows Server environments (AD, DNS, DHCP,
GPO).
o Oversee virtualization platforms (VMware, Hyper-V) and ensure optimal performance and capacity planning.
o Ensure compliance with patching, security baselines, and configuration standards.
• Cloud Operations
o Manage hybrid and multi-cloud environments (Azure, AWS, or GCP).
o Lead cloud migration initiatives and ensure alignment with business continuity and security requirements.
o Implement cloud governance, cost optimization, and automation strategies.
• Storage Management
o Design and manage enterprise storage solutions (SAN, NAS, object storage).
o Monitor storage performance, capacity, and availability.
o Implement data lifecycle policies and storage tiering strategies.
• Backup & Recovery
o Lead the enterprise backup and disaster recovery strategy.
o Manage backup tools (e.g., Veeam, Commvault, Veritas) and ensure data protection compliance.
o Conduct regular DR drills and validate recovery procedures.
• Team Leadership & Collaboration
o Lead a team of infrastructure engineers and administrators.
o Collaborate with security, applications, and network teams to ensure end-to-end service delivery.
o Develop and maintain documentation, SOPs, and training materials.
• Security & Compliance
o Ensure infrastructure meets internal and regulatory security standards.
o Support vulnerability management, access controls, and audit readiness.
• Functional/Operational Enhancement
o Pro-active in ensuring stability, response time and operational consistency
o Contribute to continuous-improvement cycle for all functional/operational matters relating to all Windows
& Virtualization platforms
o Process automation
o ITIL disciplines
o Technical & process solutions for complex operational scenarios
o Working closely with partner teams (Systems, Network and Security) to deliver best-of-breed customer
service outcomes.
• Support
o Senior escalation points for all Active Directory-related technical matters globally across
Note: Interested candidate can directly reach out to
Finance Technical Leader
Posted 2 days ago
Job Viewed
Job Description
**Position Responsibilities:**
+ **Subject Matter Expertise (SME):** Deep knowledge of end-to-end processes, including upstream and downstream management; capable of independently training and guiding the team.
+ **Team Leadership & Supervision:** Oversees daily operations, ensures effective 1st level reviews, manages team utilization and allocation, and provides performance and technical coaching.
+ **Stakeholder Engagement:** Acts as the primary point-of-contact per business unit, anticipates stakeholder needs, and communicates proactively and effectively.
+ **Issue Resolution & Risk Management:** Independently resolves issues, provides solutions, and manages operational risks with foresight and accountability.
+ **Strategic Support:** Assists leadership in succession planning, staff development, and SCM target planning and execution.
+ **Training & Development:** Leads training initiatives for junior team members and supports continuous learning and capability building.
**Required Qualifications:**
+ 5 years or above post qualification experience, in financial or management reporting related position, and experience in MNC is highly preferred, and fluent English communication is a must.
+ Bachelor's degree in accounting or finance or equivalent work experience, CPA Preferred
+ Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need AND/OR current external environment/situation) and must be willing to work on a **day shift** schedule
+ Strong interpersonal and presentational skills.
+ Understanding of Advanced Excel functions, and pivot tables; knowledge of common office tools (Word, PPT)
+ Comfortable to work with teams from diverse culture and geographies
+ Ability to work in ambiguous environment and adapt to change while managing time and workload with aggressive timelines
+ Strong interpersonal skills and ability to work effectively across cultures, geographies, and senior leadership.
+ Excellent English written and verbal communication skills.
+ Outstanding communication and active listening skills, with a strong ability to build and maintain strong relationships across all levels within the organization.
**Preferred Qualifications:**
+ Highly organized with an ability to work in a fast-paced, multi stakeholder environment and manage multiple priorities.
+ Highly motivated and detail oriented
+ Strong analytical and problem-solving skills
+ Willing to work on under pressure and on flexible shift
+ Overtime may be required to meet business deadlines.
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Modalidades de Trabajo**
Híbrido
Operations Technical Leader
Posted 124 days ago
Job Viewed
Job Description
Tasks
Provide technical guidance and mentorship to the operations support team, ensuring they have the necessary knowledge and skills to effectively support our operations.Validate that all necessary documentation, training, and support resources are in place prior to service activation.Develop and initiate technical documentation and procedures.Collaborate with other teams to identify and implement process improvements.Conduct technical readiness assessments to ensure that IT services are fully prepared for live operation.Possess a deep understanding of the technology required for assigned engagements.Diagnose and resolve complex technical issues, and teach bug fixes.Provide technical guidance and troubleshooting support for complex issues.Lead incident technical discussions, coordinating with relevant teams to identify root causes, implement solutions, and minimize downtime.Closely coordinate with the Service Level Management (SLM) team to ensure adherence to SLAs for service availability, response times, and resolution times.Identify opportunities for process improvement and implement changes to enhance efficiency and effectiveness.Develop and maintain automation scripts to improve operational efficiency and reduce manual effort.Collaborate with development teams to ensure smooth integration of new solutions.RequirementsStrong background in Operations Support.5+ years of experience working with Databricks or similar data platforms.Strong technical expertise in Databricks, including experience with cluster management, data pipelines, and SQL.Proficiency in Python programming, with a solid understanding of data structures, algorithms, and object-oriented programming.Experience with cloud platforms (e.g., AWS, Azure, GCP) and their associated tools and services.Proven ability to lead and motivate a team of technical professionals.Excellent problem-solving and analytical skills.Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.BenefitsStable employment. On the market since 2008, 1500+ talents currently on board in 7 global sites.“Office as an option” model. You can choose to work remotely or in the office. Flexibility regarding working hours and your preferred form of contract. Comprehensive online onboarding program with a “Buddy” from day 1. Cooperation with top-tier engineers and experts. Unlimited access to the Udemy learning platform from day 1.Certificate training programs. Lingarians earn 500+ technology certificates yearly. Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.Internal Gallup Certified Strengths Coach to support your growth.Grow as we grow as a company. 76% of our managers are internal promotions.A diverse, inclusive, and values-driven Autonomy to choose the way you work. We trust your ideas. Create our community together. Refer your friends to receive bonuses.Activities to support your well-being and health. Plenty of opportunities to donate to charities and support the environment. Great Place to Work Certified Employer in the Philippines and PolandTechnical Team Leader
Posted today
Job Viewed
Job Description
Work Setup: Onsite at The Sanctum, SM - North EDSA, QC
Employment Type: Full Time
Start Date: ASAP
The Technical Team Leader (with SaaS exp)will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.
What does a day in the life of a Technical Team Leader (with SaaS exp) like?
- Provide effective leadership and supervision to a team of representatives
- Be able to regularly handle tickets of the account for continuous exposure to processes.
- Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
- Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
- Address employee concerns, conflicts, and performance issues in a timely and effective manner
- Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
- Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
- Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
- Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
- Stay updated with industry best practices and trends to drive process improvements and innovation within the team
- Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
- Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
- Collaborate with other team leads and managers to share best practices and implement consistent processes
- Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
- Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
- Provide reports on team performance as required
- Regularly communicate with clients as needed
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
What are the required qualifications for a Technical Team Leader (with SaaS exp)?
- 3+ years experience in a role equivalent to the representatives the role will support
- 1+ years experience in a leadership or supervisory role, preferably in a call center environment
- Has hands-on background in supporting SaaS applications
- Previous client-facing experience preferred
- Strong communication skills, both verbal and written
- Strong knowledge and understanding of customer service and technical support principles and practices
- Strong problem-solving and decision-making skills
- Excellent interpersonal to interact with team members and stakeholders at all levels.
- Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
- Results-oriented mindset with a focus on driving operational excellence and continuous improvement
- Proficiency in using customer service software and tools such as CRM
- Proficient in using computers and various software applications
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
- Beautiful office space
- Free lunch provided daily
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
If you are interested, you can access your instant interview here:
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
Technical Operations Leader
Posted today
Job Viewed
Job Description
We're Hiring: Technical Operations Leader
We are seeking an experienced Technical Operations Leader to drive operational excellence and lead technical initiatives across our organization. The ideal candidate will have extensive experience in managing complex technical operations, leading cross-functional teams, and implementing strategic solutions to optimize performance and reliability.
Location:
Santa Maria, Philippines
Work Mode:
Work From Office
Role:
Technical Operations Leader
What You'll Do
Lead and manage technical operations teams and processes
Develop and implement operational strategies and best practices
Oversee system performance, monitoring, and incident management
Collaborate with engineering and product teams on technical solutions
Drive continuous improvement initiatives and automation projects
Ensure compliance with security and operational standards
What We're Looking For
10+ years of experience in technical operations or related field
Strong leadership and team management skills
Experience with cloud platforms, infrastructure, and DevOps practices
Excellent problem-solving and analytical abilities
Strong communication and stakeholder management skills
Ready to make an impact? Apply now and let's grow together
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Technical Architecture Leader – Web Engineering
Posted today
Job Viewed
Job Description
Introduction
We are looking for a visionary Technical Architect Leader to join our Platform Development team. In this role, you will be responsible for making higher architectural platform guidance, mentoring a team of Solution Architects, and driving the strategic direction for AEM (Adobe Experience Manager) implementations. As a leader, you will ensure architectural consistency, scalability, and innovation across the platform while fostering a collaborative, growth-oriented environment.
Architectural Leadership
Your role and responsibilities
Define and drive the technical architecture for enterprise-scale digital platforms, with a focus on AEM 6.5 and AEM Cloud deployments.
Lead decisions on architectural frameworks, platform design, and integration strategies, ensuring alignment with organizational goals and scalability.
Mentoring And Team Leadership
Guide and mentor a team of Solution Architects, fostering a culture of technical excellence, innovation, and collaboration. Provide technical oversight, coaching, and career development support to team members.
Platform Oversight
Oversee the design, configuration, deployment, maintenance, and optimization of AEM platforms, ensuring high availability and reliability.
Establish and enforce architectural standards, best practices, and coding guidelines across projects.
DevOps And Automation
Collaborate with DevOps teams to enhance platform automation using Kubernetes, Docker, and Jenkins for containerized microservices.
Define and implement CI/CD pipelines to streamline deployments and operational efficiency.
Performance And Monitoring
Implement monitoring and alerting tools to detect and address system issues proactively. Analyze platform performance, identify bottlenecks, and recommend optimization strategies.
Stakeholder Collaboration
Work closely with Product Owners, Development Teams, and cross-functional stakeholders to align technical solutions with business needs.
Serve as the key technical advisor, communicating architectural vision and priorities to technical and non-technical stakeholders.
Strategic Decision-Making
Provide input on enterprise-wide technology strategies and recommend cutting-edge tools and frameworks. Drive the adoption of modern technologies and approaches to maintain a competitive edge.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
Strong experience with AEM (Adobe Experience Manager) 6.5 and AEM Cloud deployments , including installation, configuration, upgrades, and troubleshooting.
Expertise in Kubernetes, Docker, and Jenkins for containerized microservices at an enterprise scale.
Proven ability to design high-availability solutions, utilizing clustering, failover methods, or other advanced techniques.
Extensive hands-on experience in enterprise-scale solution architecture and platform development. Proficiency in scripting to automate infrastructure and operational processes.
In-depth knowledge of application management, performance optimization, and platform monitoring tools. Strong problem-solving, analytical, and decision-making skills.
Proven ability to manage and deliver multiple project phases concurrently.
Hands-on experience with tools like Jira and familiarity with Agile methodologies.
Exceptional written and verbal communication skills, with the ability to articulate technical concepts to a non-technical audience.
Preferred Technical And Professional Experience
Hands-on experience with Adobe Experience Manager integrations with external platforms, and marketing automation tools. Leadership experience in mentoring and developing high-performing technical teams.
Certifications in Adobe Experience Manager or enterprise architecture frameworks
Technical Support Team Leader
Posted today
Job Viewed
Job Description
Job Summary:
The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.
Key Responsibilities:
- Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
- Monitor daily operations, including queue management, call handling, and escalation management.
- Provide real-time floor support for complex technical issues related to telco products and services
- Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
- Ensure adherence to company policies, client SLAs, and compliance standards.
- Analyze performance trends and recommend process improvements.
- Handle escalated customer concerns and ensure timely resolution.
- Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
- Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
- Drive employee engagement, retention, and a positive team culture.
Qualifications:
- At least 1 year of leadership exp in a BPO (preferably in telco/technical support).
- Strong technical background in telecommunications (internet, mobile, or fixed line services).
- Excellent people management, coaching, and conflict-resolution skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Must be amenable to work in BGC, Taguig
Technical Support Circle Leader
Posted today
Job Viewed
Job Description
Job Summary:
The Team Leader is responsible for managing and supporting a team of technical support representatives handling telco-related services. The role ensures that performance metrics, quality standards, and customer satisfaction targets are met, while providing coaching, mentoring, and technical guidance to the team.
Key Responsibilities:
- Lead, coach, and motivate a team of telco technical support representatives to achieve KPIs
- Monitor daily operations, including queue management, call handling, and escalation management.
- Provide real-time floor support for complex technical issues related to telco products and services
- Conduct regular performance reviews, 1:1 coaching sessions, and team huddles.
- Ensure adherence to company policies, client SLAs, and compliance standards.
- Analyze performance trends and recommend process improvements.
- Handle escalated customer concerns and ensure timely resolution.
- Collaborate with Training, Quality, and Workforce teams to improve team effectiveness.
- Prepare and submit reports on performance, incidents, and escalations to Operations Managers.
- Drive employee engagement, retention, and a positive team culture.
Qualifications:
- At least 1 year of leadership exp in a BPO (preferably in telco/technical support).
- Strong technical background in telecommunications (internet, mobile, or fixed line services).
- Excellent people management, coaching, and conflict-resolution skills.
- Strong analytical and problem-solving abilities.
- Excellent communication and interpersonal skills.
- Must be amenable to work in BGC, Taguig