IT Infrastructure Operations Lead | BPO

Mahindra Satyam; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Opportunity to lead infrastructure • 

Exposure to enterprise-level IT Envi­r

Collaboration with global teams

Job summary

Tech Mahindra Philippines seeks an IT operations leader to oversee hands‑on IT support, infrastructure management, and project delivery. You will lead onsite and remote teams, maintain SLA/CSAT targets, and coordinate with vendors for equipment and deployments.

The role requires 4–6 years in IT support/ops with 1–2 years in supervision, plus ITIL/PMP/Scrum/Microsoft or AWS credentials. Growth opportunities exist at Cebu and Manila campuses.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent experience.
• 4–6 years in IT support or operations, including 1–2 years in a leadership role.
• Strong leadership, mentoring, communication, collaboration, and process improvement.
• Certifications such as ITIL, PMP, Scrum Master, or AWS/Microsoft credentials preferred.

Responsibilities

• Perform hands-on installation and troubleshooting of laptops, desktops, and office equipment; manage onsite associates (L1/L2) on-site and remote.
• Maintain SLA and CSAT targets.
• Ensure patch compliance (Microsoft and antivirus) above 95% and meet SOC SLAs.
• Oversee stability and performance of IT infrastructure (physical/virtual datacenter, network).
• Provide implementation, planning, project leadership, and SME support across IT apps, infrastructure, telephony, and asset management.
• Manage operations and technical projects with on-time delivery.
• Support development and maintenance of organizational intelligence systems for data gathering and reporting.
• Deliver end-user IT infrastructure support as needed.
• Ensure adequate IT infrastructure capacity for optimal performance.
• Coordinate with procurement/vendors for IT equipment acquisitions.
• Create implementation plans and perform project management for initiatives.
• Translate requirements into technical specs for deployments.
• Review processes to ensure SLA compliance.
• Prepare periodic management reports.
• Respond to alerts, including after-hours; provide 24/7 on-call support.

Skills

Team leadership

Mentoring

Communication

Collaboration

Process improvement

Operational management

Datacenter management

People management

Education

Bachelor’s degree in Computer Science / IT

Tools

ITIL

PMP

Scrum Master

AWS

Microsoft certifications

Job description

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
• 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.