We're Hiring: IT Support Analyst - International Products – Loyalty and Mobility
Work Where People Matter
• At Tech Mahindra Philippines, we're more than just a BPO — we're a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we're helping people like you build meaningful careers while making a real difference for customers around the world
Why You'll Love It Here
- Growth you can see – promotions and career paths await
- Learning that sticks – trainings to sharpen your skills
- A workplace that cares – inclusive, supportive, and people-first
- Health coverage you can count on
- Rewards when you refer friends to join the team
Your Day-to-Day
- Supports the software development lifecycle for software solutions to deliver a highly advanced regional consumer-facing mobile app and digital technology eco-system, working with best-in-class proprietary and 3rd party loyalty, marketing automation and cloud computing platforms as well as with world class technology consultancies and developers
- Provides 2nd level production support for several applications by troubleshooting incidents to identify root causes and solutions, identifying, and resolving problems, designing, and implementing configuration changes and monitoring performance
- Deploys, configures, and supports business applications
- Develops deep domain knowledge by understanding business processes
- Elicits business requirements and translates business needs into fit-for-purpose actionable plans
- Actively participates in an integrated DevOps Team utilizing Agile methodologies with strong change management focus
- Proactive communication and quick response to production issues and project work. Strong customer focus
- Monitors interfaces/data loads, administer security, and provide feedback/solutions on application performance
- Identifies areas for improvement and partners with Software Engineers/team members to address tactical and strategic issues
- Develops and maintains support documentation
- Maintains IP Compliance on systems and software as appropriate
What we are looking for:
- Bachelor's degree in computer science, Engineering, Math, Statistics, or other relevant fields
- At least 5+ years experience with technical and/or business knowledge in 2 or more areas e.g., card systems, payment systems, mobile app, testing and integration, business analysis, production support with good overarching understanding on retail petroleum marketing and store systems
- Critical thinking skills for framing, analysis, and synthesis of complex issues
- Ability to tailor business processes to adapt to application functionality and processes
- Strong stakeholder engagement; proactively collaborates with external (3rd party support and vendors) and internal customers
- Technical writing - Being able to communicate complex ideas, status of issues and changes in a clear way (oral and written) to all levels of staff across the organization
- Independent, organized, and multi-tasker. Ability to work effectively and proactively in a multi-functional setting
- Detail oriented with the ability to quickly assimilate and apply new concepts, business models and technologies
- Highly motivated and self-starter
- Ability to do low code, develop and understand programming languages is preferred
- Working knowledge of IRM technical controls
- Working knowledge and experience in managing resources and pipelines of MS Azure Cloud and Ansible Roles
- Working knowledge and understanding of journeys and data extensions of Salesforce Marketing Cloud
- Significant experience handling end to end project execution for Mobile Application development and support
- Working knowledge and understanding of Secure File Transfer Protocol (sFTP) used for exchanging data, and SQL Database queries and table is preferred
Preferred Skills
iKnowledge and hands-on experience in two or more of the following is a plus: Power Apps, Power BI, C#, C++, Angular, Node.js, SQL, Ansible, R, Java, Python, Azure, APIs, Web services (WCF and/or RESTful services), Web technologies (HTML, CSS, JavaScript, and AJAX), Oracle / SQL Server, among others
Selection Criteria
- Business Analyst Skills & Technical Depth
- Ability to understand strategic goals and objectives and key business processes and identify integration points
- Demonstrated experience in developing, socializing, and vetting new business processes and working across multiple stakeholder groups
- Ability to analyse data and recommend reports to aid in decision making, communicate trends, exceptions, and appropriate actions to audiences of all levels
- Experience with mobile systems or loyalty rewards system will be a bonus
- Familiar with IRM/IRSM/SOX processes and related technical standards and controls is a plus
- Understanding of Service Level Agreements, Vendor Management, and Incident Management
- Experience/knowledge in Agile SAFe, Kanban and Scrum methodologies
Communication Skills
- Ability to coordinate, create and deliver effective communications across a broad range of stakeholder groups; successfully adapts communications to audiences of all levels.
- Ability to work with multiple teams both external and internal and influence/drive to deliver results
Leadership
- Able to influence and inspire trust in others to follow and support
- Able to provide out-of-hours support when needed
- Willingness to take ownership and show initiative to achieve results
Work Setup
Work Location: Makati
Shift: Day to Mid
About Tech Mahindra Philippines
In the Philippines, our teams in Manila and Cebu drive world-class customer experiences and advanced technology solutions for global brands. We foster a culture of collaboration, diversity, and growth — empowering every associate to thrive.
