Ruffael Labrador

Tech Operations Manager with over a decade of experience leading application support, operations, and business intelligence teams across global organizations. Currently driving operational excellence at EY GDS Consulting. I specialize in application support, incident management, risk assessment, capacity planning, and business intelligence solutions.

My expertise spans cloud/on-prem deployments, database optimization, ETL workflows, and operational reporting, with a strong focus on improving SLA compliance, reducing downtime, and mentoring teams for professional growth.

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.

Bachelor of Science in Electronics Engineering – Technological University of the Philippines (2009 – 2013)