Junior Technical Service Delivery Lead
Microgenesis Business Systems Mandaluyong Full-time
This role owns end-to-end technical service delivery for Managed Services group, ensuring SLAs, availability, performance, and security targets are met while acting as the primary technical escalation point for major incidents and process governance.
Partners with the Senior Manager to lead MSP engineers, support presales and solution design, drive service transition and continuous improvement, and engage clients on technical, risk, and compliance matters.
- Own end-to-end technical service delivery, ensuring SLA, availability, performance, and security targets are met.
- Works with the Senior Manager in leading and managing MSP Engineers (L1–L3), including resource planning, shifts, and technical coaching.
- Act as the technical escalation point, leading major incident response and root cause analysis.
- Govern incident, problem, change, and other important processes to maintain service stability.
- Works with the Senior Manager in designing managed service solutions during presales, ensuring scalability, supportability, and operational readiness.
- Works with the Senior Manager in supporting sales with MSP proposals, SOW's and effort estimation in line with MSP opportunities.
- Own service transition and onboarding, ensuring complete documentation, monitoring, and handover to operations.
- Works with the Senior Manager in driving continuous improvement, automation, and standardization across tools and platforms.
- Works with the Senior Manager in supporting client technical engagements, service reviews, and risk or compliance discussions.
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government agencies.
• To monitor the required submissions/compliances of the assigned project, request the needed budget for the timely release of permits and licenses, and report the results to the Technical Services Manager.
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