Lailani Jocson
Technical Operations & Support Leader
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About
Technical operations and support leader with 20+ years of experience spanning technical support, IT infrastructure, product development, technical product management, and production operations. Experienced in coordinating releases, managing operational backlogs, resolving high-impact incidents, driving root-cause analysis, building operational documentation, and translating business needs into practical technical solutions. Known for bridging technical and business stakeholders, improving workflows, and applying AI tools to accelerate documentation, analysis, and productivity.
Experience
Sr TechSupport Engineer – Launch Team Lead - MyTaxi PH
(2020-03 - 2026-06)
- Led cross-functional production release coordination, balancing deployment timelines, operational risk, and service stability.
- Managed operational backlogs by aligning business priorities with engineering capacity and delivery needs.
- Initiated and led development of Launch Genie to improve internal workflows and reduce manual effort.
- Partnered with Engineering, Product, QA, Operations, and Customer Support to investigate and resolve high-impact production issues.
- Performed root-cause analysis on recurring incidents and identified longer-term improvements to strengthen operational stability.
- Built documentation, knowledge repositories, and operational playbooks that supported onboarding and knowledge sharing.
- Developed dashboards and operational reporting to improve visibility into team performance and backlog health.
- Championed continuous-improvement initiatives and applied AI tools to accelerate documentation, analysis, and productivity.
- Built trust across technical and business stakeholders by translating operational needs into actionable technical solutions.
IT – Technical Product Manager - Interfone PTE LTD
(2014-10 - 2017-06)
- Managed end-to-end product development and testing for software and hardware VoIP solutions, including vendor manufacturing and quality testing.
- Served as product consultant and technical support partner for offices in Singapore, Denmark, and Australia.
- Coordinated resellers, hardware vendors, DID providers, and telecom partners across Asia, the USA, and EU.
- Configured and deployed IP PBX solutions and administered Asterisk-based PBX environments.
- Delivered technical product training and troubleshooting support for resellers, Sales, Operations, and customer-service teams.
- Supported infrastructure monitoring and helped ensure reliable operation of customer-facing systems.
Computer Analyst - Coherent Singapore PTE LTD
(2013-11 - 2014-10)
- Provided first- and second-level technical support across Singapore and Malaysia, with regional support coverage for Japan and Korea.
- Administered and supported Active Directory, MS Exchange, Cisco Unified Communications Manager, SCCM, Zenprise MDM, and SharePoint.
- Coordinated system deployment, vendor services, new-hire access, and technical onboarding.
- Conducted orientation and training for newly implemented office software and presented regional incident reporting to IT leadership.
Senior System Administrator | Client: Coherent Singapore PTE LTD - Techcom Solutions PTE LTD
(2011-10 - 2013-11)
- Provided global level-one support to APAC sites and monitored incidents through ServiceNow according to business impact.
- Coordinated multi-site technical requirements for new product deployments and maintained production workstation readiness.
- Managed computer imaging, configuration, deployment, and inventory reporting across Singapore, Malaysia, and India.
System Administrator | Client: Singapore Exchange / HCL Singapore - Techcom Solutions PTE LTD
(2011-02 - 2011-07)
- Administered Active Directory, installed operating systems, and monitored approximately 100 servers with level-one troubleshooting.
- Managed Remedy work orders and incident tickets and coordinated with clients, vendors, and contractors.
- Supported data-center operations, security, server functionality, reporting, and remote-hands activities in a 24x7 environment.
Technical Support III – Desktop Support / Lead & VoIP/Linux Support - CA Telemarketing Inc., Philippines
(2004-07 - 2011-01)
- Led desktop-support activities covering Windows/Active Directory, network and server monitoring, endpoint deployment, imaging, backup, ticket management, and asset inventory.
- Coordinated escalations with providers, Telco carriers, internal support groups, and an international branch; conducted technical training when required.
- Supported Asterisk-based PBX, dialer, and monitoring environments; designed and reconfigured call flows based on client requirements.
- Prepared operational reports and team schedules and facilitated weekly support meetings covering service levels, updates, and first-call resolution.
Education
Post Graduate Diploma - Artificial Intelligence and Machine Learning (2024 - 2025)
Bachelor of Science - Computer Engineering (1998 - 2002-05)
