Job Title: IT Technology Analyst - Team Leader or Senior Team Leader

Location: Clark Pampanga, Philippines

Department: IT Operations & Service Delivery

Qualifications:

• Bachelor’s degree in computer science, IT, Engineering, or a related field

• At least 5 - 8 years of working experience in IT, with a focus on network management and service delivery

• Strong leadership skills, a passion for quality, and a demonstrated ability to take ownership and accomplish challenging goals

• A customer-service mindset and ability to work in a diverse environment with clients and IT teams globally

• Knowledge of IT infrastructure, including networking, telecommunications, and cloud technologies

• Experience in Incident Management and managing LAN & WAN networks

• Familiarity with Cisco switches, routers, and firewalls

• Proficiency in troubleshooting IT setups

• Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) preferred

• If CCNA or CCNP has expired, candidates must have relevant Cisco training and work experience

• Must be amenable to working in shifting schedules

• Must be able to work onsite at Clark Pampanga – US Shifts

• Immediate start preferred

Key Responsibilities:

• Procurement: Work with business stakeholders to collect requirements and initiate procurement requests, including raising Bill of Materials (BOM) to the pricing team

• Service Transition: Implement technology migration and system upgrades as part of the service transition plan to ensure smooth transitions for IT services

• Service Delivery and Support: Assist teams (Network, Security, VOICE, Server, Systems) with troubleshooting and resolving 2nd-level incidents and service requests, ensuring compliance with service delivery objectives

• Availability & Continuity: Manage availability and continuity of IT services by performing routine backups, checking redundancy in power/systems/network, and recording capacity data

• Service Level Management & Reporting: Handle service functional escalations, prepare service reports, and coordinate with service providers to meet SLAs

• Supplier Management: Work with external vendors and service providers to address escalations and provide feedback to improve vendor support

• Security Management: Implement corrective actions based on security alerts to maintain information security compliance

• Incident and Problem Management: Address service requests and incidents, perform root cause analysis (RCA), and ensure that SLA targets are met

• Change & Release Management: Document and implement changes and updates to the Configuration Management Database (CMDB), manage forward schedule changes, and execute release activities

• Service Improvement: Identify and implement service improvement plans and actions to enhance service delivery and customer satisfaction

• Communication: Provide regular updates to users on service delivery, maintenance schedules, and ongoing support

• Talent Management: Participate in ongoing training and certification programs to enhance technical skills and soft skills for career development

• Knowledge Management: Contribute to the creation of knowledge management resources like self-help documentation and FAQs

• IT Asset Management: Work with resource executives to manage and update IT assets throughout their lifecycle, ensuring compliance with asset management policies

• Quality Assurance & Compliance: Ensure compliance with quality assurance processes and address any audit issues or feedback for continuous improvement

• Business Continuity: Participate in Business Continuity Management System (BCMS) drills, prepare and submit results to ensure compliance with business continuity plans

• Organizational Initiatives: Support departmental and organizational initiatives by providing IT infrastructure and collaborating with service owners

Benefits:

·       HMO for Employee and 2 Dependents (On Day 1)

·       Quarterly performance bonus

·       Outstanding career development opportunities

“We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.”

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Please refer to job description.