Technology Operations Manager (Nightshift)

Responsibilities

• Escalation Ownership & Risk Management - Act as primary escalation point for technical and process issues. Own complex, high-risk escalations and stakeholder alignment. Partner with Leads and COE on root cause resolution.
• Capability Development & Quality Improvement - Drive technical and functional capability uplift. Embed global standards and best practices. Use trends to identify training and improvement opportunities.
• Stakeholder & Partner Management- Build strong internal and external stakeholder relationships. Act as a trusted escalation contact for NA programmes. Support EBRs with insight and context.
• Global Alignment & Operating Model Execution -Ensure adherence to AGS global Tech Ops operating model. Drive consistency in behaviors and outputs.
• Qualifications, Skills, and Experience
• BA/BS in Business or Technical Field preferred
• 2-3 years experience in Leadership required
• Previous VMS Experience Required
• Proficiency with MS Office (Copilot, Visio, Project, Power Point, Excel, Word, etc.)
• Must be amenable to work night shift and temp hybrid work setup (office is based in Ortigas Pasig area)
• Demonstrates strong analytical capability, with the ability to interpret complex technical and operational data, identify patterns, and guide decision-making in ambiguous or high-pressure situations
• Applies structured problem-solving to assess risk, impact, and prioritisation, particularly within a global, multi-time zone support model
• Demonstrates the ability to interpret trends in ticketing, performance and operational data, using insights to inform improvements, training needs, and business cases
• Shows a strong understanding of how technology enables end-to-end business processes within MSP / VMS environments
• Demonstrates a continuous improvement mindset, with the ability to identify opportunities to enhance efficiency, quality, and scalability across processes and workflows
• Experience leveraging ticketing and CRM systems (e.g. Salesforce or similar) to support performance visibility, workflow optimisation, and operational consistency across global teams
• Strong people leadership capability, with the ability to coach, develop and engage teams, building both technical capability and professional growth
• Ability to create a culture of accountability, ownership and continuous learning, particularly within high-demand or shift-based environments
• Demonstrates effectiveness in identifying and managing performance, engagement, and retention risks, supporting team stability and resilience
• Builds strong, credible relationships with internal stakeholders, peers and external partners, acting with confidence and professionalism in escalation scenarios
• Communicates clearly and effectively, with the ability to translate complex technical issues into clear, audience-appropriate messaging
• Demonstrates strong stakeholder awareness, balancing competing priorities while aligning decisions to business outcomes
• Shows the ability to lead through change, supporting teams in adopting new operating models, processes and behaviours consistently
• Comfortable operating in fast-paced, evolving environments, demonstrating resilience and adaptability under pressure
• Demonstrates a strong performance and accountability mindset, using data to challenge, influence and improve outcomes across teams
• Applies sound judgement to enable SLA and EBR pe

Additional Information

Job Summary: The Technology Operations Manager is responsible for people leadership, capability development, and escalation ownership for a globally aligned Technology Operations team. This role operates within the AGS global operating model and is not accountable for day-to-day delivery prioritisation or ticket management, which sits with Team Leads.

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