IT Operations Center Analyst

4 hours ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱300,000 - ₱600,000 per year

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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