Ocean Tide Partners
Senior IT Engineer
- Compensation
- Not disclosed
- Location
- NCR, NCR, Philippines
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Contract
- Experience
- 6+ years
- Category
- Software engineering
- Posted
Skills
Must have
- Minimum 6 years experience in IT support, systems engineering, or infrastructure management
Nice to have
- NinjaOne RMM expert-level experience (scripting, API integration, automation at scale)
Full description
Senior IT Engineer / Team Lead - Level 3
Managed IT Services Division
POSITION OVERVIEW
Ocean Tide is seeking L3 Senior IT Engineers to serve as the highest-level technical escalation point and team lead for our managed IT service desk operations. You will handle the most complex technical challenges, lead root cause analysis efforts, design solutions for customer environments, and mentor L1/L2 engineers. This role bridges technical delivery and operational leadership, reporting directly to the Director of IT Operations.
KEY RESPONSIBILITIES
- Serve as highest-level escalation point for all technical issues across customer environments
- Lead root cause analysis and implement permanent solutions for complex and recurring problems
- Provide expert-level support for complex application issues, including integration troubleshooting, performance optimization, and vendor escalation management across customer LOB applications
- Design, implement, and optimize Microsoft 365 and Azure environments (hybrid identity, Exchange migrations, conditional access architecture, Intune device management)
- Manage complex Active Directory and Entra ID environments (forest/domain architecture, federation, hybrid sync, troubleshooting replication)
- Plan and execute infrastructure projects (server migrations, cloud migrations, network redesigns, security hardening)
- Configure and optimize NinjaOne RMM at scale (custom scripts, automation policies, monitoring templates, multi-tenant management)
- Coordinate with US SOC team on security incident response, threat investigation, and remediation
- Develop and enforce IT standards, SOPs, and best practices across all customer environments
- Lead customer onboarding projects end-to-end (discovery, planning, migration, go-live, stabilization)
- Mentor and train L1 and L2 engineers, conduct performance reviews and skills assessments
- Manage shift scheduling and workload distribution across the service desk team
- Participate in customer Quarterly Business Reviews (QBRs) and provide technical recommendations
- Evaluate new tools, technologies, and process improvements for service delivery
- Configure and manage PSA platform (HaloPSA or similar) for SLA tracking, contract management, and service delivery reporting
- Serve as technical liaison between Ocean Tide engineering team and partner/customer stakeholders
- Lead after-hours incident response for critical P1 issues