IT Infrastructure Operations Lead

vCustomer Philippines, Inc.; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Growth opportunities

Training programs

Health coverage

Referral rewards

Lead infra initiatives

Global teams

Job summary

Tech Mahindra Philippines is seeking an IT Operations Lead to oversee the design, deployment, and support of the company's IT infrastructure across Cebu and Manila. You will lead onsite and remote teams, ensure SLA compliance, and drive initiatives that keep systems stable and secure.

Role emphasizes leadership, project delivery, and collaboration with global teams, with 24/7 shift coverage and a focus on performance, patching, and uptime.

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field; equivalent experience accepted.
• 4–6 years IT support/operations experience; 1–2 years in leadership roles.
• Strong leadership, mentoring, and collaboration skills; effective communication.
• Certifications in ITIL, PMP, Scrum Master or platform-specific credentials are preferred.

Responsibilities

• Oversee hands-on installation, troubleshooting of laptops/desktops; lead onsite and remote teams.
• Maintain SLA and CSAT targets at 99.9% and patch compliance above 95%.
• Manage IT infrastructure stability, datacenter, network resources, and capacity planning.
• Lead projects, plan implementations, and coordinate with procurement and vendors.
• Provide after-hours support; ensure timely reporting and performance reviews.

Skills

Team leadership

Mentoring

Communication

Collaboration

Process improvement

Operational management

Datacenter management

People management

Education

Bachelor's degree in Computer Science/IT

ITIL Certification

PMP / Scrum Master (certified)

Tools

AWS

Microsoft competencies

Job description

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