Technical Lead - Night Shift

About the role

The Technical Lead

Night Shift at Iq Eq is a critical leadership position that ensures the continuity and stability of our global services during off-hours operations. You will act as the primary escalation owner, resolving the most complex technical incidents with a high degree of autonomy and precision. This role demands a proactive mindset focused on driving process documentation and refining standard operating procedures for overnight workflows. You will mentor junior team members, elevating the collective capability of the night shift through knowledge transfer and hands-on coaching. Success in this position hinges on your ability to collaborate closely with the Engineering Manager to align technical decisions with business priorities. Furthermore, you will serve as the chief diagnostic authority, investigating intricate infrastructure issues and architecting sustainable solutions. The position plays a pivotal role in leading client onboarding efforts and large-scale infrastructure deployments during non-standard hours. You will ensure that strict SLA commitments are upheld through diligent coordination and timely execution.

Key facts

What you'll do

• Orchestrate the management of escalated ticket queues and project workloads, maintaining rigorous communication with the dispatcher to ensure timely resolution.
• Function as the definitive technical authority, performing deep diagnostics, conducting root cause analysis, and enhancing operational workflows for overnight cycles.
• Architect and implement Microsoft 365 ecosystems, including Exchange, Intune, and Entra ID, leveraging PowerShell and Microsoft Graph for automation.
• Design, configure, and support Cisco Meraki network topologies, encompassing security policies, VLAN segmentation, VPNs, and advanced issue remediation.
• Spearhead end-to-end client onboarding and deployment initiatives, aligning technical delivery with overarching business and security objectives.
• Cultivate operational excellence by producing and maintaining procedural documentation, enabling team scalability and efficiency.
• Coordinate directly with engineering leadership to track incident progress, plan capacity, and drive continuous service improvement.
• Assume complete ownership of intricate technical challenges, determining optimal solutions and refining system controls.
• Monitor system health and performance metrics, initiating preventative measures to mitigate potential disruptions before they escalate.
• Liaise with cross-functional teams to gather requirements and translate business needs into robust technical specifications for night shift execution.
• Validate system integrations and resolve dependencies to ensure seamless operations across the technology stack.
• Lead post-incident review processes, documenting lessons learned and implementing action plans to prevent recurrence.
• Utilize advanced scripting to automate routine administrative tasks, reducing manual overhead and increasing operational throughput.
• Serve as the primary contact for critical issues, providing clear and concise updates to stakeholders during overnight hours.

Requirements

• You possess a minimum of five years of professional IT experience, ideally within managed service or security operations center settings.
• You exhibit mastery of Microsoft 365 Enterprise tiers, including E5 and EMS E3, with demonstrable experience in migration and architecture projects.
• You command advanced abilities in PowerShell scripting and the Microsoft Graph API, complemented by robust networking fundamentals such as routing, DNS, and VPN technologies.
• You have hands-on history deploying and supporting Cisco Meraki infrastructure in multi-client environments.
• You have provided technical support for Windows 11, Windows Server, macOS, and Intune-managed mobile devices, maintaining meticulous records.
• You communicate with precision and professionalism, holding industry-recognized credentials and familiarity with IT Glue, ConnectWise, and MDR/SOC toolsets.
• You are eligible to work in the Philippines and can meet the demands of a full-time, permanent role based in Pasig.

Practical notes

This role operates as a full-time, permanent engagement based in Pasig, Philippines. The position reports directly to the Engineering Manager and is integral to the overnight service continuity model. Prospective candidates are advised to verify specific application procedures on the official portal. The standard work schedule applies, with considerations for travel and visa requirements as outlined in the official documentation.