IT Infrastructure Operations Lead- BPO

Tech Mahindra; Quezon City; On-site; PHP 700,000 - 1,200,000; Full time

Benefits offered by this job

Opportunity to lead infrastructure IT

Exposure to enterprise IT environments

Collaboration with global teams

Job summary

Tech Mahindra Philippines is seeking an experienced IT Support/Operations Lead to manage hands-on installation and troubleshooting of laptops, desktops, and office equipment, overseeing onsite associates (L1/L2) and maintaining SLA/CSAT targets. You will ensure patch compliance and SOC SLAs while supervising a diverse IT infrastructure portfolio across a small datacenter environment.

Ideal candidates have 4–6 years in IT support/operations with 1–2 years in a leadership role, plus ITIL, PMP,

Qualifications

• Bachelor’s degree in CS/IT or equivalent.
• 4–6 years IT support/operations, incl. 1–2 years in leadership.
• Strong skills in team leadership, mentoring, communication, collaboration, and process improvement.
• Preferred certifications: ITIL, PMP, Scrum Master, AWS or Microsoft certifications.

Responsibilities

• Install and troubleshoot laptops, desktops, and office equipment; manage onsite associates (L1/L2).
• Maintain SLA and CSAT targets at 99.9%.
• Ensure patch compliance above 95% and meet 100% SOC SLAs.
• Oversee stability, resiliency, and performance of IT infrastructure (≈100 devices).
• Provide project leadership and SME support across IT apps, infrastructure, telephony, and asset mgmt.
• Manage operations and technical projects with on-time delivery.
• Support development/maintenance of organizational intelligence systems for data gathering and reporting.
• Deliver hands-on support for IT infrastructure and end users as needed.
• Ensure adequate IT capacity to maintain performance.
• Coordinate with procurement and vendors for IT equipment acquisitions.
• Create implementation plans and perform project management for new initiatives.
• Translate requirements into technical specs for deployments.
• Review processes to ensure SLA compliance.
• Prepare periodic management reports.
• Respond to alerts, including after-hours; 24/7 availability for emergencies.
• Oversee power, UPS, and environmental controls when applicable.

Skills

Leadership

Mentoring

Communication

Collaboration

Process improvement

Operational management

Datacenter management

People management

Education

Bachelor’s degree in Computer Science or Information Technology

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.