Team Lead – IT Operations Center

4 weeks ago

Quezon City, Philippines Hammerjack Pty Ltd Full time

We're Hiring: Team Lead IT Operations Center 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 Your Day-to-Day Lead and supervise a team of IT Operations Centre Analysts, ensuring 24/7 monitoring of critical applications and infrastructure Oversee incident, problem, and change management activities, ensuring compliance with ITIL processes and client SLAs Act as the escalation point for major incidents, coordinating with resolver groups and stakeholders to drive timely resolution Review system alerts, monitoring dashboards, and daily reports to ensure proactive issue detection and service continuity Conduct regular performance reviews, coaching, and mentoring of analysts to build technical and operational capability Facilitate Daily Operations Review Meetings (DORM) and provide clear updates to management and client stakeholders Ensure adherence to escalation protocols, including IVR activation/deactivation and communication during critical incidents Drive process improvements in monitoring, reporting, and incident handling to enhance service delivery Collaborate with client teams and internal stakeholders to align operations with business priorities What We're Looking For Bachelor's degree in Computer Science, Information Technology, or related field of study Minimum 5 years experience in IT operations, with at least 2 years in a supervisory or team lead role Strong knowledge of ITIL processes (Incident, Problem, Change Management) and ITSM tools such as ServiceNow Preferred: ITIL certification, CCNA/CCNP, or relevant cloud certifications (AWS/Azure) Hands-on experience with monitoring tools (Grafana, LogicMonitor, AppDynamics, App Insights, or similar) Excellent leadership, communication, and stakeholder management skills Good analytical and problem-solving abilities, with a customer-focused mindset Willing to work in a 24/7 operational environment Amenable to work onsite in Eastwood, Quezon City About Tech Mahindra Philippines We're a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we're home to thousands of talented professionals who value growth, diversity, and teamwork. Your Next Move If you're ready to take on a leadership role where you can guide a high-performing team, ensure service excellence, and grow your career we'd love to meet you. Apply today and let's get started. #J-18808-Ljbffr

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