Tech Operations Manager at EY GDS CONSULTING PH (2023-11 – Present)
Manage and oversee daily operations supporting 10 business units, supervising a team of 20–25 technical support engineers, that supports bank applications primarily built in Java, Mainframe, SQL, and Unix.
- Manage and oversee daily operations supporting 10 business units, supervising a team of 20–25 technical support engineers, that supports bank applications primarily built in Java, Mainframe, SQL, and Unix.
- Coach team members to improve technical skills, productivity and professional growth.
- Produced and presented monthly KPI reports (incident volume, resolution time, SLA adherence) in SteerCo meetings, highlighting operational performance and improvement initiatives
- Handle escalations and coordinate with cross-functional teams and vendors thru a bridge call to resolve critical issues efficiently.
- Collaborate with stakeholders to ensure SLA compliance. Sends business notification for P1/P2 issue.
- Led capacity planning, risk assessment, and resource allocation to align with shifting business demands. Contributed to the hiring process, onboarding, and introduced flexible and cross-trained resourcing strategies to address potential staffing gaps.
- Created and conduct bootcamp plan to prepare fresh graduates for application support role.
- Acts as Deputy Service Delivery Manager, covering responsibilities and team management in their absence
Application Support Team Lead at HOSTING NXT GEN PH (2022-08 – 2023-10)
Lead and manage an Application Support team responsible for cashier page module (deposit/withdrawal) and online gaming sites high service availability.
- Lead and manage an Application Support team responsible for cashier page module (deposit/withdrawal) and online gaming sites high service availability.
- Provided hands-on troubleshooting support and best-practice guidance, improving team resolution efficiency
- Supported production activities including migrations, deployments (cloud/on-prem), and disaster recovery (DR), executing CI/CD releases.
- Proactive monitoring of dashboard/logs and setting up of alerts.
- Provided 24/7 standby leadership during P1 critical issues
- Initiated problem management reviews across cross-functional teams after major incidents, driving permanent fixes that reduced repeatitive issues.
- Seconded to Slovenia to collaborate with a third-party vendor, driving cost-saving initiatives and pioneering Manila's support knowledge base through runbook creation.
Application Support at METROBANK TRUST & CO (2019-03 – 2022-08)
Delivered ongoing support, maintenance, and enhancements for HR systems, reducing transactional load issues and improving system performance, reducing downtime.
- Migrated legacy SSMS 2008r2 procedures and databases to SSMS 2016, performing detailed code-level impact analysis across multiple batch processes to ensure seamless transition.
- Delivered ongoing support, maintenance, and enhancements for HR systems, reducing transactional load issues and improving system performance, reducing downtime.
- Led migration of systems from EOS/EOL servers to higher-spec servers, boosting stability and performance while extending system lifecycle.
- Resolved critical bugs in overtime computation that previously required manual HR intervention, eliminating 100% of manual corrections.
- Automated HR processes by creating batch jobs for shift schedule population and leave credits calculation, eliminating manual processing
- Optimized backend code to prevent peak-season downtime of the Attendance application, resulting in a 47% downtrend in KRA tickets in 2020 and removal from high-volume ticket lists in 2021.
- Developed ETL processes aligned with bank policies to support the new timekeeping system, which remains actively in use today, ensuring compliance and operational continuity.
Software Engineer at ACCENTURE (2014-02 – 2019-03)
Progressed from BI Developer to BI Tech Lead, overseeing delivery of data solutions and guiding team members on design and implementation.
- Progressed from BI Developer to BI Tech Lead, overseeing delivery of data solutions and guiding team members on design and implementation.
- Delivered projects using both Waterfall and Agile methodologies, ensuring on-time delivery and alignment with business requirements.
- Handled financial data processing within the retail company's Financial Services division, creating stored procedures/workflows to manage interests, points, credit/debit, and related transactions, improving accuracy and efficiency.
- Designed, enhanced, and maintained reports based on functional requirements, supporting decision-making across business units.
- Led development of loyalty points allocation and expiration system, replacing a vendor solution with an in-house platform that reduced costs and improved flexibility.
- Directed migration of SSIS packages to Azure Data Factory, modernizing ETL workflows and improving scalability.
- Reviewed team deliverables and designed ETL processes based on functional design specifications, ensuring data integrity.
