IT Operations Center Analyst
1 week ago
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
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 for a role where you can grow, make a difference, and enjoy the ride — we'd love to meet you. Apply today and let's get started.
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