i.t infrastructure Operations analystTranscosmos

The I.T Infrastructure Operations Analyst is responsible for providing and supporting the day-to-day provision of TCIS Global I.T infrastructure support and promoting the technical knowledge and understanding to the Internal Service Desk team. This includes ensuring that a continually high level of service is provided to the TCIS services and TCIS customers. In order to provide this high level of service the Infrastructure Operations Analyst will be required to effectively manage their daily-tasks and work with available resources, including team members, company I.T equipment, information, and technologies solutions
Global infrastructure support, infrastructure I.T projects, TCIS service implementations and providing on-standby duties
Supporting, Implementing and Administering TCIS Global I.T infrastructure
Hosting I.T Team Meetings with I.T group and other TCIS departments
Close liaison with Internal Service Desk team
Assisting with I.T support incidents
Summary
Global infrastructure support, infrastructure I.T projects, TCIS service implementations, and providing on-standby duties
Supporting, Implementing and Administering TCIS Global I.T infrastructure
Hosting I.T Team Meetings with I.T group and other TCIS departments
Close liaison with Internal Service Desk team
Assisting with I.T support incidents
Key Tasks and Responsibilities
Maintain a quality business relationship with all TCIS staffs
Monitor and manage I.T incidents and performance
Provide high level professional IT support in an efficient manner
Make effective use of procedural, informational, and technical documentation
Actively promote the team's understanding of relevant technical and procedural
information through effective knowledge management
Responsible for implementing, supporting, and improving the I.T systems that operate the 24x7 TCIS I.T environment
Assist with conducting Change Management for TCIS I.T services
Infrastructure design lead for TCIS internal I.T Services
Mentoring of fellow, I.T Technical Support Analyst
Liaising with internal, external support groups as well as vendors as required
Assisting other TCIS departments when required to-do so, on reporting hardware and software (Example: Carrying out audits)
Monitoring and troubleshooting TCIS Global I.T infrastructure
Providing out of hours I.T technical support
Reviewing, updating, and creating TCIS I.T documentation
Provide guidance to I.T Technical Support Analyst Team (ISD)
Working on, managing, and resolving Zendesk Incidents relating to the infrastructure and other TCIS I.T areas
Proactively propose, and design changes, and improvements to the TCIS global I.T infrastructure and end-user environment
Manage and deliver TCIS global I.T infrastructure solutions
Work with other TCIS service management groups to assist with I.T project duties
Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:
Experience in using ticket logging systems and capacity to learn new technology/systems.
Excellent I.T Technical Support skills covering the following I.T areas:
Local Area Network & Wide Area Network environments
Fileserver Environments
Microsoft Active Directory
Cloud Platforms
Network Services (IP, DHCP, DNS)
Linux & Virtual Environments
Security solutions (AV, 2FA, Encryption)
Monitoring platforms
Microsoft O/S Desktop, Apple iOS, macOS Environments
VoIP Solutions (Telephony, Video Meetings)
Microsoft Application Support
Portable Mobile Devices (Tablets, Phones)
Remote Connectivity Principals - VPN, RDP
Behavioral:
Ensure a close working relationship is always maintained with the appropriate TCIS customer service representatives
Provide, as and when required information to customers, TCIS staff, and management, both pro-actively and reactively, relating to the TCIS Global Infrastructure and end-user support
To maintain self-motivation and can organize and manage yourself as well as help motivate others.
The ability to gain respect and confidence from co-workers and appropriate management teams
Prioritise tasks and be flexible, adaptable, and able to work to tight deadlines
To maintain self-motivation and have the ability to organize and manage yourself as well as help motivate others.
Good attention to detail
Ability to empathize with customers
Ability to build effective working relationships at all levels
Willing to work on shifting the schedule
Requirements
Qualifications [EDUCATION and/or EXPERIENCE]
Candidate must possess at least >3 years IT Helpdesk experience and a reasonable level of understanding ITIL and ITSM environment
Good I.T understanding (not limited too)
Project delivery
Compliance standards; ISO, SOC, PCI
Languages
Excellent communication skills. Fluent English (Speech, Written, Reading, Comprehension) B2 or higher, with the ability to communicate professionally and confidently at all levels, both externally and internally
Other Duties:
The Job holder may be required to undertake other duties according to the needs of the organization. This job description is not intended to be an exhaustive list of activities, but rather an outline of the main areas of responsibility. Any reasonable changes will be discussed and agreed upon before any variations to the job description are made.
Benefits
Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level with the following benefits:
Direct employment contract for an indefinite period
Training opportunities
Diverse and friendly work atmosphere
Modern office environment
Local and global career progression opportunities
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time