Infrastructure Engineer and Site Lead

Infrastructure Engineer and Site Lead - Philippines

Position Summary

The Infrastructure Engineer will serve as the site lead within our Enabling Technology Operations team in support of the entire Infrastructure organization. This role is responsible for ensuring all infrastructure services such as laptops, network, VDI, Infosec etc. are fully operational and op optimal status in a fast-paced financial services environment.

This position provides hands-on technical oversight of vendor-managed site teams, partners closely with Infrastructure management to drive a service-first delivery strategy and builds strong relationships with business stakeholders. Success in this role requires deep technical expertise, excellent communication skills, and a proven ability to support a wide variety of technologies.

Key Responsibilities:

Serve as the primary technical lead for on-site infrastructure services, ensuring consistent, high-quality support across all service areas.

Provide supervision and support for contractor's Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems.

Act as the escalation point for complex or sensitive support issues.

Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution.

Partner with Infrastructure leaders to align support operations with business needs and reinforce a service-first culture.

Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for technology needs.

Promote a culture of service excellence, accountability, and continuous improvement across the site.

Maintain and update tickets in alignment with SLA and KPI targets.

Manage IT asset lifecycle including procurement, inventory, and disposal.

Oversee incident response and root cause analysis for issues, ensuring timely resolution and communication.

Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations.

Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities and ensure contractor's compliance.

Rack and un-rack network gear as needed

Replace hot swap components (drives, fans, power supplies)

Perform basic hardware diagnostics using indicator lights or vendor tools

Patch devices according to provided diagrams, Maintain clean cable management, Document cable paths and port usage, Label equipment, cables, and rack positions clearly

Run, dress, and secure copper and fiber cabling

Terminate and test Ethernet cables

Required Qualifications

Extensive experience in IT service delivery, site operations, or technical end user support/networks.

Strong technical oversight and vendor coordination capabilities.

Exceptional communication, problem-solving, and stakeholder engagement skills.

Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging, networking and network hardware/cabling.

Ability to operate independently and make decisions in dynamic, fast-paced environments.

Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management.

Experience with IT Asset Management (ITAM) tools and practices.

Bachelor's degree or 8-12 years of relevant IT experience.

Preferred Skills & Certifications

Industry certifications (e.g., Microsoft, ITIL, CompTIA).

Familiarity with performance management, capacity planning, and business relationship management.

Preferred Skills & Certifications

• Industry certifications (e.g., Microsoft, ITIL, CompTIA).
• Familiarity with performance management, capacity planning, and business relationship management.