Are you ready to make an impact? Join Infosys BPM in Clark, Pampanga 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 Clark Pampanga in a shifting scheduleWhy 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.
