Senior IT Engineer

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

We are seeking a proactive and experienced Senior IT Operations Engineer to join our team. In this role, you will be a key player in shaping the IT support landscape of our company, providing strategic leadership and hands-on technical expertise. You will be responsible for leading a team, managing critical IT projects, and ensuring our systems run smoothly to support our business operations.

Key Responsibilities

• Team Leadership & Development: Provide direction for the Manila IT support team, setting clear goals and expectations. You will manage the team's schedule, conduct performance reviews, and mentor team members to support their professional growth.
• IT Project Management: Lead a variety of IT projects, including cost-saving initiatives, facilities upgrades, new office setups, and technology installations (e.g. video conferencing).
• High-Level Support: Act as a point of escalation for complex issues and provide strategic support to Back Office and Operations Managers to align IT initiatives with business goals.
• Operational Support: Provide coverage for the IT team during staffing shortages, ensuring 24/7 operational efficiency.
• Documentation & Process Improvement: Ensure all IT procedures, systems, and support processes are thoroughly documented. Identify and implement opportunities for process improvement and standardization.

Required Skills & Experience

• Proven experience in a team lead or supervisory role.
• Ability to manage a 24/7 operational team with a focus on positive behavior and tackling new challenges.
• Knowledge of PEZA compliance for asset management.
• Experience with Mobile Device Management (MDM) and JAMF profile creation.
• Familiarity with PABX systems and infrastructure such as CCTV, biometrics, WiFi, and printers.
• Experience with Google Workspace, Jira Atlassian, and Slack.
• Willingness to work on-site shifts as needed.
• A strong background in project management and ITIL is a significant plus.