IT Infrastructure Operations Lead | BPO

Tech Mahindra; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health coverage

Career growth

Training programs

Refer-a-friend rewards

Global collaboration

Job summary

Tech Mahindra Philippines is hiring an IT Operations Lead to manage and mentor a 24/7 IT ops team across laptops, desktops, and office equipment, ensuring 99.9% SLA/CSAT targets and effective patch management.

The role offers hands-on oversight of data center and network resources, with opportunities to lead infrastructure projects, collaborate with global teams, and drive process improvements while supporting enterprise IT environments in a BPO setting.

Qualifications

• Bachelor's degree in CS/IT or equivalent experience.
• 4–6 years in IT support/operations with 1–2 years in leadership.
• Strong leadership, mentoring, and stakeholder management.
• Preferred ITIL, PMP, Scrum Master, or cloud credentials.

Responsibilities

• Lead hands-on IT installation and on-site/offsite support for ~100 devices.
• Maintain SLA and CSAT targets at 99.9%.
• Oversee datacenter, network and infrastructure performance.
• Plan and manage IT projects with cross-functional teams.
• Provide after-hours and 24/7 on-call support.
• Coordinate with vendors for equipment acquisitions.
• Prepare periodic management reports.

Skills

Leadership

Mentoring

Communication

Collaboration

Process Improvement

Operational Management

Data Center Management

People Management

Education

Bachelor's degree in CS/IT

Tools

ITIL

PMP

Scrum Master

AWS

Microsoft Certifications

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