IT Operations Center Analyst

1 week ago

Quezon City, Philippines Tech Mahindra Full time

Overview We’re Hiring: IT Operations Center Analyst 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 Monitor and maintain IT infrastructure and applications, serving as the first line of defense for network and application issues by analyzing events, troubleshooting problems, and escalating when necessary Oversee the progression of Change Tasks (CTASKs), initiating escalation procedures when changes are delayed or breach designated timeframes Coordinate the assignment of Change Tasks (CTASKs) to the appropriate resolver groups Monitor support queues and escalate as needed when restoration targets for P3/P4 incidents are at risk of breaching Track proactive alerting systems (Grafana) and ServiceNow support queues for processes operating outside agreed response times Review system alerts using tools such as LogicMonitor, AppDynamics, App Insights, and Grafana Conduct regular health assessments of network infrastructure and applications Escalate major incidents and administer supplementary components, including IVR activation and deactivation Publish daily monitoring reports Attend and contribute to Daily Operations Review Meetings (DORM) What We’re Looking For Bachelor’s degree in Computer Science, Information Technology, or equivalent field of study Minimum of 2 years’ experience in network and application monitoring Hands-on experience in ServiceNow ITSM, ITIL, and incident management Technical skills in Amazon Connect (AWS) and Azure are good-to-have Strong understanding of performance metrics and diagnostics CCNP/CCNA certification, scripting skills, and Service Desk background preferred Willingness to work in a 24/7 environment Amenable to work onsite in Eastwood, Quezon City Job Details Seniority level: Associate Employment type: Full-time Job function: Information Technology Industries: IT System Operations and Maintenance #J-18808-Ljbffr

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