This job might no longer be available.

IT Team Lead

ROLE OVERVIEW:

The IT Team Leader is responsible in leading the IT Operations Support Team that handles the day-to-day support for the Manila site and extended to other studios across the APAC region.

Supervise the team in relation to planning, project management and IT operations. Provides oversight for the planning, analysis, reporting the standards, policies, and staff development of teams supervised; assisting in forecasting possible technology related business requirements as well as ensuring that all assigned projects, tasks, tickets are addressed with quality and timeliness.

DUTIES & RESPONSIBILITIES:

I. People Management:

• Manages IT Operation Support by recruiting, training, and coaching employees, communicating job expectations, and appraising their performance.
• Prioritize and allocate IT resources correctly and efficiently covering support for Manila and other studios in the region Australia, Japan, Indonesia, and others assigned as required by the business
• Assist in hiring IT Operations Support team members.
• Supervises a team, while working closely with IT management and end-users
• Ensuring that proper training for all new hires.

II. IT Operations:

• Represent and speak on behalf of the IT Operation by providing information, inputs or recommendations during meetings, group or individual discussions.
• Review, develop and maintain IT policies, procedures, and standards.
• Recommend strategies to handle recurring tickets to avoid or minimize recurrence
• Collaborate with NetOps and/or SysOps for ongoing network and/or systems support and troubleshooting
• Provide prompt and accurate status of escalated tickets while working with support group
• Ensure incidents are follow up if/when needed for root cause investigation and preventative action
• Supervise and provide necessary support to IT Projects assigned to IT staff
• Ensuring customer satisfaction, both Local and regional sites supported by reviewing tickets handled by the team.
• Supervise in development/test strategies for new hardware and software.
• Provide key reports to IT management related to IT Operation status
• Lead and assist IT staff in broadcasting information to end-users in relation to for any changes and/or maintenance affecting production
• Escalation POC and backup for IT Operations Support staff if needed
• Plan and coordinate activities such as installation and upgrading of hardware and software
• Responsible for hardware and software upgrade recommendations based on organization’s technology.
• Provide innovative ways of problem solving and implementing system improvements.
• Manage escalations where needed for new demand or delays to committed dates on service requests
• Provide end user support and training for the local studio in priority but also for other region based on the need
• Identify and recommend process improvement strategies
• Leads and assist in prioritization of tickets, projects, and tasks
• Identify business requirements, collaborate with relevant parties, and recommend technology solutions available in Global or Region
• Other duties as assigned to ensure the efficient IT operations

III. Asset and Inventory:

• Provide inputs to Procurement Team regarding vendor assessment.
• Coordinate with Procurement team to evaluate and determine requirements for service lines in relation to hardware and software
• Maintain reliable metrics for hardware, software and storage while ensuring strategic capacity planning

IV. Project Management:

• Directly work with Systems and Networks team as needed during project implementation for IT Operations
• Serve as point of contact for Systems and Networks team for their respective projects
• Facilitate planning and estimation of IT projects. Engage in scope discussions and help ensure there is alignment on what is in scope across the involved parties
• Performs quality checks and coordinates training sessions for new projects/tasks
• Take ownership and accountability for IT Projects directly assigned
• Track and monitor project status, ensuring blockers are reviewed and mitigated or escalated as necessary
• Ensure proper and timely completion of projects

Requirements

QUALIFICATIONS:

• A bachelor's degree in a technology-related field/ equivalent IT experience
• Minimum 5 years of supervisory experience of an IT team
• Minimum 7 years IT experience working for a multinational company
  

MANDATORY REQUIREMENTS:

• Good interpersonal and collaboration skills.
• Good problem solving and analytical skills.
• Good verbal and written English communication skills (virtual/face-to-face)
• Excellent understanding of people, management processes, and customers’ needs.
• Experienced in providing IT solutions in a fast-paced environment
• Proactive and autonomous in completing tasks
  
  

Nice to have:

• Technical Certification (ITIL, Microsoft Certificates, etc)
• Experience in the videogame industry

Knowledgeable in:

• MS Windows Server 2012-2019. (DNS, AD, DHCP, WSUS, WDS+MDT, IIS, RDP, GPOs, etc)
• MS Office 365 Administration
• Virtualization technology: Hyper-V / VMWare
• Storage equipment
• Software Deployment Tools (PDQ, SCCM, WSUS, etc)
• General working knowledge in computer systems (hardware/software), networks etc.
• Knowledgeable in ITIL, standards, methods and best practices
• Ability to maintain a variety of records and to prepare reports.