IT Infrastructure Operations Supervisor (BPO)

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 • Optional Perks: Opportunity to lead infrastructure initiatives, exposure to enterprise-level IT environments, and collaboration with global teams Your Day-to-Day Core Responsibilities • Perform hands-on installation and troubleshooting of laptops, desktops, and office equipment; manage all onsite associates independently (L1/L2 support, onsite and remote). • Maintain SLA and CSAT performance targets at 99.9%. • Ensure patch compliance (Microsoft and antivirus) above 95% and meet 100% SOC SLAs. • Oversee stability, resiliency, and performance of overall IT infrastructure, including physical and virtual datacenter and network resources (approx. 100 devices). • Provide implementation, planning, project leadership, and subject matter expertise across IT applications, infrastructure, telephony, and asset management. Duties & Activities • Manage operations and technical projects, ensuring high-quality, on-time delivery. • Support the development and maintenance of organizational intelligence systems for data gathering, analysis, and reporting. • Deliver expert hands-on support for IT infrastructure and end users as needed. • Ensure adequate IT infrastructure capacity to maintain optimal system performance. • Work with internal and external resources to meet project milestones and deliverables. • Identify areas for process improvement, develop enhancement programs, and track implementation progress. • Coordinate with procurement teams and vendors for IT equipment acquisitions. • Create implementation plans and perform project management for upcoming initiatives. • Convert functional requirements into technical specifications to support effective deployments. • Review new or updated processes and procedures to ensure SLA compliance. • Prepare periodic reports for management. • Respond to alerts and notifications, including after-hours activity. • Oversee power, UPS, and environmental controls when applicable. • Provide off-hour support as required, with availability expected 24/7 for emergencies. What We’re Looking For • Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience. • 4–6 years of experience in IT support or operations, including at least 1–2 years in a leadership or supervisory position. • Skills in team leadership and mentoring, communication and collaboration, process improvement, operational management, datacenter management, and people management. • Preferred certifications include ITIL, PMP, Scrum Master, or platform-specific credentials such as AWS or Microsoft. Work Setup • Location: Eastwood, Quezon City • Shift: 24/7 shift