IT Infrastructure Ops Lead — 24/7 On‑Call & Global Projects

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

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,