IT Team Lead (Alabang) | Onsite

Work Setup: Onsite (Alabang)

Work Schedule: Flexible with mid or night shift schedule

Role Overview

The IT Technology Analyst – Team Lead is a critical frontline leadership role within TIG, responsible for end to end IT service delivery, infrastructure reliability, and team execution. This role combines hands on technical expertise with people leadership, ensuring stable IT operations, strong customer experience, and compliance with Infosys standards across network, infrastructure, and service management domains.

The role supports BAU operations, transitions, and continuous improvement initiatives, while developing a high performing, customer centric IT team.

Qualifications & Experience

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field
• 6 to 8 years of progressive experience in IT infrastructure, network operations, and service delivery
• Prior experience leading teams or acting as a shift / module lead is strongly preferred

Technical & Professional Skills

• Strong understanding of IT infrastructure, including:
• LAN / WAN networks
• Telecommunications & VOICE
• Servers, systems, and cloud fundamentals
• Proven experience in:
• Incident, Problem, and Change Management
• Managing and troubleshooting LAN & WAN environments
• Hands on expertise with Cisco switches, routers, and firewalls
• Strong troubleshooting skills across enterprise IT environments
• CCNA or CCNP certification required
• If expired, must demonstrate recent Cisco training and relevant hands on experience

Leadership & Behavioral Skills

• Demonstrated ownership mindset and ability to lead under pressure
• Strong communication and stakeholder management skills
• Customer centric approach with the ability to work across global IT and business teams
• Comfortable working in shifting schedules and high availability environments

Key Responsibilities

Service Delivery & Operations

• Lead and support L2 service delivery across Network, Security, VOICE, Server, and Systems teams
• Ensure timely resolution of incidents and service requests in line with SLAs and OLAs
• Act as an escalation point for critical operational and customer issues

Incident, Problem & Change Management

• Drive effective incident resolution, RCA, and preventive actions
• Ensure adherence to Problem Management practices to reduce repeat incidents
• Manage and implement Change & Release activities, including:
• CMDB updates
• Forward Schedule of Change (FSC)
• Risk and impact assessments

Availability, Continuity & Resilience

• Ensure high availability of IT services through:
• Backup validation
• Redundancy checks (power, network, systems)
• Capacity monitoring and reporting
• Participate in BCMS and DR drills, ensuring readiness and compliance

Service Transition & Improvement

• Support service transitions, technology migrations, and system upgrades
• Identify service gaps and implement continuous improvement initiatives
• Partner with service owners to enhance stability, performance, and user experience

Vendor & Supplier Management

• Coordinate with external vendors and service providers for escalations and resolution
• Monitor vendor performance and provide feedback to improve service quality

Security, Compliance & Quality

• Implement corrective actions based on security alerts and vulnerability reports
• Ensure compliance with:
• IT policies
• Asset management standards
• Audit and quality requirements
• Address audit observations and drive closure actions

IT Asset & Configuration Management

• Manage IT assets across their lifecycle in coordination with asset and facilities teams
• Ensure accuracy of asset records and compliance with asset governance processes

People, Knowledge & Capability Development

• Provide daytoday guidance, coaching, and support to team members
• Promote training, certification, and skill development (technical & behavioral)
• Contribute to knowledge management, including SOPs, FAQs, and self help documentation

Benefits:

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities