IT Infrastructure Operations Lead | BPO

We're Hiring: IT Operations Lead

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

• Optional Perks: Opportunity to lead infrastructure initiatives, exposure to enterprise-level IT environments, and collaboration with global teams

Your Day-to-Day

Core Responsibilities

• Perform hands-on installation and troubleshooting of laptops, desktops, and office equipment; manage all onsite associates independently (L1/L2 support, onsite and remote).

• Maintain SLA and CSAT performance targets at 99.9%.

• Ensure patch compliance (Microsoft and antivirus) above 95% and meet 100% SOC SLAs.

• Oversee stability, resiliency, and performance of overall IT infrastructure, including physical and virtual datacenter and network resources (approx. 100 devices).

• Provide implementation, planning, project leadership, and subject matter expertise across IT applications, infrastructure, telephony, and asset management.

Duties & Activities

• Manage operations and technical projects, ensuring high-quality, on-time delivery.

• Support the development and maintenance of organizational intelligence systems for data gathering, analysis, and reporting.

• Deliver expert hands-on support for IT infrastructure and end users as needed.

• Ensure adequate IT infrastructure capacity to maintain optimal system performance.

• Work with internal and external resources to meet project milestones and deliverables.

• Identify areas for process improvement, develop enhancement programs, and track implementation progress.

• Coordinate with procurement teams and vendors for IT equipment acquisitions.

• Create implementation plans and perform project management for upcoming initiatives.

• Convert functional requirements into technical specifications to support effective deployments.

• Review new or updated processes and procedures to ensure SLA compliance.

• Prepare periodic reports for management.

• Respond to alerts and notifications, including after-hours activity.

• Oversee power, UPS, and environmental controls when applicable.

• Provide off-hour support as required, with availability expected 24/7 for emergencies.

What We're Looking For

• Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.

• 4–6 years of experience in IT support or operations, including at least 1–2 years in a leadership or supervisory position.

• Skills in team leadership and mentoring, communication and collaboration, process improvement, operational management, datacenter management, and people management.

• Preferred certifications include ITIL, PMP, Scrum Master, or platform-specific credentials such as AWS or Microsoft.

Work Setup

• Location: Eastwood, Quezon City

• Shift: 24/7 shift