Job Description: IT Technology Analyst Team Lead
Location:Alabang, Philippines
Department: Technology Infrastructure Group (TIG) IT Operations & Service Delivery
Shift: US Shifts
Work Setup: Onsite
Level: Team Lead
Role Overview
The IT Technology Analyst Team Lead is a critical frontline leadership role within TIG, responsible for endtoend IT service delivery, infrastructure reliability, and team execution. This role combines handson technical expertise with people leadership, ensuring stable IT operations, strong customer experience, and compliance with Infosys standards across network, infrastructure, and service management domains.
The role supports BAU operations, transitions, and continuous improvement initiatives, while developing a highperforming, customercentric IT team.
Qualifications & Experience
Education & Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
- 68 years of progressive experience in IT infrastructure, network operations, and service delivery
- Prior experience leading teams or acting as a shift / module lead is strongly preferred
Technical & Professional Skills
- Strong understanding of IT infrastructure, including:
- LAN / WAN networks
- Telecommunications & VOICE
- Servers, systems, and cloud fundamentals
- Proven experience in:
- Incident, Problem, and Change Management
- Managing and troubleshooting LAN & WAN environments
- Handson expertise with Cisco switches, routers, and firewalls
- Strong troubleshooting skills across enterprise IT environments
- CCNA or CCNP certification required
- If expired, must demonstrate recent Cisco training and relevant handson experience
Leadership & Behavioral Skills
- Demonstrated ownership mindset and ability to lead under pressure
- Strong communication and stakeholdermanagement skills
- Customercentric approach with the ability to work across global IT and business teams
- Comfortable working in shifting schedules and highavailability environments
Key Responsibilities
Service Delivery & Operations
- Lead and support L2 service delivery across Network, Security, VOICE, Server, and Systems teams
- Ensure timely resolution of incidents and service requests in line with SLAs and OLAs
- Act as an escalation point for critical operational and customer issues
Incident, Problem & Change Management
- Drive effective incident resolution, RCA, and preventive actions
- Ensure adherence to Problem Management practices to reduce repeat incidents
- Manage and implement Change & Release activities, including:
- CMDB updates
- Forward Schedule of Change (FSC)
- Risk and impact assessments
Availability, Continuity & Resilience
- Ensure high availability of IT services through:
- Backup validation
- Redundancy checks (power, network, systems)
- Capacity monitoring and reporting
- Participate in BCMS and DR drills, ensuring readiness and compliance
Service Transition & Improvement
- Support service transitions, technology migrations, and system upgrades
- Identify service gaps and implement continuous improvement initiatives
- Partner with service owners to enhance stability, performance, and user experience
Vendor & Supplier Management
- Coordinate with external vendors and service providers for escalations and resolution
- Monitor vendor performance and provide feedback to improve service quality
Security, Compliance & Quality
- Implement corrective actions based on security alerts and vulnerability reports
- Ensure compliance with:
- IT policies
- Asset management standards
- Audit and quality requirements
- Address audit observations and drive closure actions
IT Asset & Configuration Management
- Manage IT assets across their lifecycle in coordination with asset and facilities teams
- Ensure accuracy of asset records and compliance with asset governance processes
People, Knowledge & Capability Development
- Provide daytoday guidance, coaching, and support to team members
- Promote training, certification, and skill development (technical & behavioral)
- Contribute to knowledge management, including SOPs, FAQs, and selfhelp documentation
Stakeholder Communication
- Provide clear and timely updates to users and business stakeholders
- Communicate planned maintenance, outages, and service improvements effectively
Organizational & Strategic Initiatives
- Support TIG and organizational initiatives related to:
- Infrastructure readiness
- New site setup
- Digital enablement
- Operational excellence
Success Profile (What Good Looks Like)
- Stable IT operations with minimal repeat incidents
- High team accountability, skill readiness, and ownership
- Strong customer feedback on responsiveness and quality
- Auditready, compliant, and resilient infrastructure delivery
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.
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