IT Operations & Infrastructure Manager

The IT Operations & Infrastructure Manager is responsible for leading the organization's overall information technology function, ensuring the reliability, security, and continuous improvement of IT infrastructure, enterprise applications, business systems, and digital services. The role oversees IT operations, systems development, infrastructure management, cybersecurity, vendor partnerships, project implementation, and data privacy initiatives while ensuring technology solutions effectively support business operations and organizational objectives.

Working closely with business units and senior management, this role evaluates operational requirements, develops technology strategies, manages enterprise-wide IT projects, and ensures compliance with industry standards and regulatory requirements. The Information Systems Manager also leads the IT team in delivering responsive technical support, maintaining high system availability, and driving continuous process improvements across the organization.

Key Responsibilities:

IT Operations & Infrastructure Management

• Lead the overall administration, maintenance, and continuous improvement of the organization's IT infrastructure, including servers, networks, operating systems, databases, cloud services, hardware, and software.
• Ensure maximum availability, reliability, and performance of all production systems while minimizing unplanned downtime.
• Develop and implement strategies to improve system performance, scalability, availability, and operational efficiency.
• Manage server administration, database environments, operating systems, storage solutions, and network infrastructure.
• Establish and maintain backup, disaster recovery, and business continuity procedures to ensure rapid recovery during system failures.
• Review and optimize backup and restoration strategies to improve Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO).
• Monitor system utilization, database performance, network capacity, and infrastructure health through regular performance analysis and reporting.
• Develop, implement, and maintain IT operational standards, policies, procedures, and documentation.
• Ensure compliance with IT service management standards and agreed Service Level Agreements (SLAs).
• Oversee software licensing, hardware lifecycle management, equipment deployment, maintenance, upgrades, and asset disposal.
• Maintain complete documentation of IT assets, infrastructure configurations, software inventories, and technical standards.

Enterprise Applications & Business Systems

• Lead the planning, development, implementation, enhancement, and maintenance of enterprise applications and business systems.
• Collaborate with business units to understand operational processes, identify technology requirements, and recommend system improvements.
• Analyze existing business applications to maximize functionality, improve efficiency, and address operational challenges.
• Manage application upgrades, enhancements, integrations, testing, deployment, and post-implementation support.
• Ensure business applications are properly configured, secured, documented, and aligned with operational requirements.
• Coordinate system enhancements with internal stakeholders and third-party solution providers.
• Oversee application lifecycle management, including user support, issue resolution, and performance monitoring.

Business Systems Analysis

• Analyze existing business processes, workflows, and operational requirements to identify automation opportunities and technology improvements.
• Gather, validate, and document business, functional, and technical requirements from various stakeholders.
• Prepare Business Requirements Documents (BRDs), Functional Specifications, Understanding Documents (UDs), process flows, and system documentation.
• Evaluate solution alternatives based on business requirements, technical feasibility, operational efficiency, and cost-effectiveness.
• Conduct product demonstrations, proof-of-concept activities, and solution presentations for business users.
• Work closely with stakeholders to optimize business processes before system automation or implementation.
• Facilitate user acceptance testing (UAT) and ensure successful transition to production environments.
• Develop and maintain documentation standards, system procedures, and business analysis methodologies.

IT Project Management

• Lead the planning, execution, monitoring, and successful delivery of technology projects from initiation through implementation and post-deployment support.
• Partner with business units to define project objectives, business cases, project scope, timelines, budgets, and resource requirements.
• Represent the Information Technology department in cross-functional meetings involving business process improvements and automation initiatives.
• Monitor project schedules, budgets, milestones, risks, issues, dependencies, and change requests.
• Coordinate internal teams, business users, vendors, consultants, and external partners throughout project implementation.
• Ensure projects are delivered within approved scope, schedule, budget, and quality standards.
• Conduct project risk assessments and develop mitigation plans to minimize implementation risks.
• Oversee system testing, quality assurance, deployment planning, and implementation readiness.
• Provide regular project updates and executive reports to senior management.
• Recommend improvements to project management methodologies, governance processes, and implementation standards.

Cybersecurity & IT Governance

• Develop, implement, and continuously improve the organization's cybersecurity framework and IT governance practices.
• Ensure the confidentiality, integrity, and availability of organizational information assets.
• Implement security controls, access management, vulnerability monitoring, endpoint protection, and network security measures.
• Develop and enforce IT security policies, procedures, standards, and compliance requirements.
• Conduct periodic security assessments, vulnerability reviews, and risk evaluations.
• Monitor cybersecurity incidents and coordinate response, investigation, and remediation activities.
• Ensure compliance with internal policies, regulatory requirements, and industry best practices related to information security.
• Promote security awareness across the organization through training and policy communication.

Vendor & Technology Partner Management

• Manage relationships with technology vendors, consultants, managed service providers, and software partners.
• Evaluate vendor capabilities, conduct due diligence, and participate in vendor selection and accreditation activities.
• Lead vendor contract negotiations, service reviews, and performance evaluations.
• Establish communication protocols, escalation procedures, and service expectations with vendors.
• Monitor vendor compliance with contractual obligations and service level agreements.
• Assess third-party technology risks and recommend appropriate mitigation strategies.
• Maintain documentation and reporting related to vendor performance and technology investments.

Data Privacy & Regulatory Compliance

• Support the implementation and continuous improvement of the organization's Data Privacy Management Program.
• Ensure compliance with the Philippine Data Privacy Act, National Privacy Commission (NPC) regulations, and internal privacy policies.
• Manage technology initiatives supporting data privacy and information protection.
• Review contracts, policies, agreements, forms, and business processes to ensure compliance with data privacy requirements.
• Maintain documentation and tracking systems related to privacy compliance activities.
• Coordinate data privacy audits, assessments, and regulatory submissions.
• Provide guidance to business units regarding the proper collection, processing, storage, and protection of personal information.
• Assist in developing and implementing privacy-related policies, procedures, and employee awareness programs.
• Participate in data breach response activities and support investigations, reporting, and corrective actions.
• Coordinate with regulatory agencies and internal stakeholders regarding privacy compliance requirements.

Leadership & People Management

• Lead, mentor, and develop the Information Technology team to achieve operational excellence and continuous improvement.
• Assign work priorities, monitor team performance, and ensure service delivery objectives are consistently achieved.
• Foster a collaborative, customer-focused, and high-performing IT culture.
• Identify training and development opportunities to strengthen technical capabilities within the team.
• Promote adherence to organizational policies, IT standards, security requirements, and professional best practices.

Continuous Improvement

• Evaluate emerging technologies, industry trends, and innovative solutions that support organizational growth.
• Recommend technology investments that improve operational efficiency, service delivery, and business performance.
• Develop and maintain comprehensive IT documentation, policies, standards, procedures, and knowledge repositories.
• Participate in professional development activities, technical seminars, and industry conferences to maintain current technical knowledge.
• Perform other duties and special projects that may be assigned by management.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related discipline.
• At least 5 years of progressive experience in Information Technology, with a minimum of 3 years in a managerial or supervisory capacity.
• Experience managing enterprise IT infrastructure, networks, databases, servers, cloud services, and end-user computing environments.
• Strong background in business systems analysis, enterprise application support, and systems implementation.
• Proven experience leading cross-functional IT projects from planning through implementation.
• Experience managing third-party vendors, technology contracts, and service providers.
• Working knowledge of cybersecurity frameworks, IT governance, disaster recovery, and business continuity planning.
• Familiarity with the Philippine Data Privacy Act and National Privacy Commission (NPC) compliance requirements.
• Experience with Microsoft 365 Administration, Active Directory, Windows Server environments, networking technologies, backup solutions, virtualization, and IT asset management.
• Experience within commercial real estate, shopping malls, property management, or mixed-use developments is an advantage.