Technical Service Delivery Leads
We are looking for a highly hands-on Technical Service Delivery Lead (day or night shift) to support our fast-paced PC and console games QA operations in Manila. This is a deeply technical role ideal for senior IT professionals who excel in advanced troubleshooting, escalation handling, and delivering reliable technical solutions in operational environments.
Responsibilities:
- Act as the lead escalation engineer, handling L2 to L3 issues and diagnosing complex technical problems across network, infrastructure, and build delivery systems.
- Lead hands-on troubleshooting of network, WAN, site connectivity, and deployment issues, ensuring minimal disruption to operations.
- Oversee IT service delivery for QA operations, including build distribution, client application support, endpoint management, and helpdesk workflows.
- Serve as the primary escalation point for 2nd and 3rd line support within the Manila office.
- Work directly with project teams, QA leadership, and clients to understand technical requirements and deliver effective, practical solutions.
- Drive incident and problem resolution with a strong focus on root cause analysis and prevention.
- Respond to high-impact, scenario-based incidents (e.g., full office outage), prioritizing business continuity and critical services first.
- Manage asset lifecycle processes and support deployment readiness for new projects and expansions.
- Partner with InfoSec and facilities teams to ensure compliance, security, and operational stability.
Requirements
- 10+ years of hands-on experience in IT operations, infrastructure, or technical support roles.
- Strong, broad technical knowledge across multiple domains, with the ability to troubleshoot end-to-end systems.
- Proven experience handling escalation levels (L2 - L3), including complex and high-severity incidents.
- Strong problem-solving and troubleshooting mindset, with the ability to assess and respond effectively to critical scenarios.
- Excellent communication skills, with the ability to translate technical issues for non-technical stakeholders and clients.
- Experience working in operationally intensive environments (e.g., QA, production, or similar).
- Familiarity with ITIL practices, ticketing systems, SLA reporting, and incident management.
- Ability to work independently and take ownership of technical service delivery.
Technical stack may include but not limited to:
- Networking (hands-on experience required)
- Windows Active Directory
- Microsoft Azure (or similar cloud exposure)
- Windows clients & servers
- Linux (nice to have)
- Mobile device configuration
Benefits
- Paid Time Offs
- HMO plus 1 dependent
- Have the opportunity to work in a gaming industry!