Operations Centre Specialist

11 hours ago

Quezon City, National Capital Region, Philippines Tech Mahindra Full time ₱1,080,000 - ₱1,260,000 per year

Role Purpose & Environment

The IT Operations Centre Specialist ensures the continuous stability, performance, and availability of business-critical systems and applications. Operating within a 24x7 environment, this role is pivotal in real-time monitoring, incident escalation, stakeholder communication, and proactive issue resolution.

Key Responsibilities

  • Infrastructure & Application Monitoring: Act as the first line of defense by analyzing events, troubleshooting issues, and escalating incidents as needed.
  • Change Task Management:
  • Oversee the progress of Change Tasks (CTASKs), escalating delays or breaches.
  • Assign CTASKs to appropriate resolver groups.
  • Incident Management:
  • Monitor support queues and escalate when P3/P4 restoration targets are at risk.
  • Escalate major incidents and manage IVR activation/deactivation.
  • Alert & Health Monitoring:
  • Use tools like Grafana, LogicMonitor, AppDynamics, and App Insights to review system alerts.
  • Conduct regular health checks of network infrastructure and applications.
  • Reporting & Communication:
  • Publish daily monitoring reports.
  • Participate in Daily Operations Review Meetings (DORM) and contribute insights.

Skills & ExperienceRequired

  • Experience: 3–5 years in network/application monitoring and people management.
  • Technical Skills:
  • Amazon Connect (AWS), Azure, ServiceNow ITSM
  • ITIL framework and incident management
  • Understanding of performance metrics and diagnostics
  • Soft Skills:
  • Strong analytical and problem-solving abilities
  • Excellent documentation and communication skills
  • Team-oriented with a customer-focused mindset
  • Ability to work independently and under pressure

Preferred

  • Certifications: CCNA/CCNP
  • Additional Skills: Scripting knowledge, Service Desk background

Work Environment

  • Must be willing to work in a 24/7 operational setting, including weekends and holidays.

Job Type: Full-time

Pay: Php90, Php105,000.00 per month

Benefits:

  • Paid training

Work Location: On the road

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