Lead IT Operations Engineer

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For decades, DTN has been the silent force behind some of the world's most critical industries-helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights-enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don't follow trends-we set the standard for precision, trust, and operational impact. DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we're accelerating growth and expanding our global footprint. Our purpose-built solutions-powered by AI and honed by decades of vertical expertise-are helping some of the world's most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast-changing world. J ob Description: The IT Support Lead leads DTN's internal Tier 1 IT support function, ensuring reliable, responsive, and high-quality support experiences for employees across the organization. This role is responsible for overseeing day-to-day support operations, managing team performance, coordinating internal notifications, and driving escalation of workflows during system issues and outages. Reporting to the Cloud & Operations Platform Manager, the IT Support Manager plays a critical role in maintaining operational continuity and employee productivity. What you will be responsible for: Team Leadership & Operations Lead, mentor, and manage the Tier 1 IT support team, including hiring, performance reviews, and professional development. Establish and enforce support standards, SLAs, and best practices to ensure consistent, high-quality service delivery. Oversee daily ticket queue management and workload distribution across the support team. Conduct regular team meetings, one-on-ones, and training sessions to build team capability and engagement. Incident Management & Escalation Own and manage the internal notification and escalation process for system issues, outages, and service disruptions. Serve as the primary point of contact for high-priority and escalated incidents, coordinating swift resolution across technical teams. Define and maintain escalation paths, runbooks, and communication templates for outage notifications. Monitor system health and alert channels (including Datadog) to proactively identify and respond to emerging issues. Process Improvement & Reporting Track, analyze, and report on support metrics including ticket volume, resolution times, and SLA adherence. Identify recurring issues and partner with engineering and infrastructure teams to address root causes. Maintain and improve internal IT documentation, knowledge base articles, and SOPs in Confluence. Continuously evaluate and improve support tooling, processes, and wo r kflows to increase team efficiency. Collaboration & Stakeholder Communication Partner with the Cloud & Operations Platform Manager and cross-functional teams to align IT support with broader operational goals. Communicate clearly and proactively with internal stakeholders during incidents and planned maintenance windows. Represent the IT support function in cross-departmental planning and project discussions. What you will bring to the role: 6-8 + years of experience in Tier 1 IT support or higher, with at least 1-2 years in a team lead or management capacity. Proven experience managing IT support operations including ticket management, escalation handling, and SLA adherence. Strong understanding of internal IT support processes, incident management, and outage communication best practices. Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical audiences. Demonstrated leadership ability with experience managing and developing technical support teams. Willing to work mid-shift or night-shift Preferred Familiarity with Datadog for system monitoring and alerting. Experience with JIRA for ticket tracking and project management workflows. Proficiency with Confluence for documentation and knowledge base management. Experience working within a cloud-focused or SaaS technology organization. What you can expect from DTN Manila: Competitive Salary Generous PTO Flexible work arrangements Healthcare coverage extended to three dependents on day one of employment Retirement plan Unlimited access to 13k+ courses via learning platform to support employee career advancement Employee Assistance Program (EAP) DTN Philippines Inc. is proud to be certified as a Great Place to Work (2026), a testament to our global commitment to creating a positive workplace culture.

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