Deskripsi Pekerjaan
Gladex Travel And Tours Corp is seeking a highly skilled IT Support Lead to join our growing technology team in Binondo, Metro Manila. In this critical role, you will serve as the vital link between our support operations, development teams, and upper management, ensuring seamless system operations across all platforms.
You will be responsible for overseeing and maintaining our B2B, B2C, and API systems, ensuring high availability and optimal performance. This position requires someone who can effectively communicate technical concepts to non-technical stakeholders while also diving deep into complex technical issues.
The ideal candidate will possess strong problem-solving abilities, excellent leadership skills, and a proactive approach to identifying and resolving potential issues before they impact business operations. You will play a key role in driving continuous improvement initiatives and implementing best practices across our IT support functions.
This is an exciting opportunity for a tech professional who thrives in a fast-paced travel and tourism environment, where you'll contribute to delivering exceptional service to both internal teams and external partners. We offer a competitive compensation package, opportunities for professional growth, and the chance to work with cutting-edge technologies in the travel industry.
Tanggung Jawab
- Oversee daily IT support operations and ensure seamless system functionality across B2B, B2C, and API platforms
- Serve as the primary escalation point for complex technical issues and coordinate resolution efforts between support, developers, and management
- Monitor system performance, identify bottlenecks, and implement preventive measures to minimize downtime
- Develop and maintain technical documentation, knowledge base articles, and standard operating procedures
- Lead and mentor junior support staff, conducting regular training sessions and performance evaluations
- Collaborate with development teams to communicate user requirements and test new features before deployment
- Manage vendor relationships and coordinate with external technical partners as needed
- Generate regular reports on support metrics, system health, and improvement recommendations for management review
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Minimum of 3-5 years of experience in IT support, help desk, or systems administration roles
- Proven experience with API integrations, web services, and cloud-based platforms
- Strong knowledge of network infrastructure, server management, and security protocols
- Excellent verbal and written communication skills in English and Filipino
- Experience with ticketing systems, remote support tools, and IT asset management
- Demonstrated ability to work under pressure and manage multiple priorities effectively
- ITIL certification or equivalent is highly preferred