Technology Analyst - IT Services | Taguig (PH)

Are you ready to make an impact? Join Infosys BPM in Taguig as a Technology Analyst – IT Services and jumpstart your career!

Key Responsibilities:

-         Procurement: Take requirement from business/stakeholders and initiate request by raising BOM to pricing team in order to facilitate procurement.

-         Service Transition: Implement service specific Technology migration and upgradation activities in order to complete service transition plan.

-         Service Delivery and Support Process Management: Assist Network, Security, VOICE, Server team, and system engineers in troubleshooting system issues and handle 2nd level incidents and service requests in order to comply with service delivery plan.

-         Availability & IT Service Continuity, Capacity Management: Implement service specific controls and process, perform routine backup activity, check for power/system/network redundancy; record capacity parameters specific to services/systems in order to comply with service continuity and capacity management.

-         Service Level Management and Reporting: Handles service functional escalation, coordinate with service provider, implement scripts and tools to prepare service reports in order to comply with SLA and reporting.

-         Supplier Management: Coordinate with service provider / supplier for functional escalation, provide feedback on vendor support in order to deliver services as defined.

-         Security Management: Take CAPA based on security alerts in order to meet Information Security Compliance.

-         Service Desk: Attending to escalation calls in order to address business requirement.

-         Incident, Request and Problem Management: Attend to service requests and incidents. Perform RCA in order to meet the defined SLA target and avoid repeated incidents.

-         Change, Release and Configuration Management: document the change and CMDB updating, implement forward schedule changes, perform major service specific release activities in order to comply with defined processes.

-         Service Improvement: Plan and implement IPSAT action Items and service optimization measures in order to improve customer satisfaction and service delivery.

-         Communication: Provide user communication on service delivery, maintenance and support in order to comply with service management plan.

-         Talent Management: Comply to training and certification plan IN ORDER to improve technical and soft skill and competency.

Attend trainings provided by local training team, global service owners and Lex.

-         Knowledge Management: Provide input towards book preparation, self help, FAQ in order to contribute towards knowledge management.

-         IT Asset Lifecycle Management: Coordinate with resource executive in updating asset in AMS/CMDB covering the life cycle of the assets and provide inputes for hardware and software upgrade in order to comply with asset management policy.

-         Quality Assurance, Audits and Compliance: Compliance to defined process, closure of audit issues and provide inputs to improvement initiatives in order to adhere to quality process and guidelines.

-         Business Continuity Management: Perform BCMS drills as planned, perpare and submit test results and findings in order to comply with Phoenix plan.

-         Organization and Department Initiatives: Providing the required IT infrastructure for corporate events and partnering with service owners in order to facilitate organization and departmental initiatives.

Key Requirements:

·        Candidate must be a college graduate of Computer Science, Information Technology or equivalent course

·        At least 6 years of working experience in the related field is required for this position

·        Have strong leadership skills, passion for quality and ownership in accomplishing challenging goals.

·        Possesses a customer service mindset while working in a diverse environment and collaborating with clients and IT resources from different cultures, across the globe

·        Adhere to client-specific business control standards using client-defined tools and templates

·        Adequate knowledge on IT infrastructure such as networking, telecommunications, connectivity, etc

·        Domain Knowledge for Networking, Server knowledge, cloud adaptions

·        IT – Incident Management

·        Managing LAN & WAN networks

·        Managing Cisco Switches, routers and firewalls

·        Troubleshooting techniques for IT Setup

·        Amenable to work onsite in Taguig in a shifting schedule

Why Infosys:

•        Quarterly performance bonus.

•        Outstanding career development opportunities and fast track career progression.

•        Enjoy a fair work-life balance.

•        HMO and Life Insurance for employee and 2 dependents for free.

•        24 Leaves annually.