infrastructure Operations analystTranscosmos

This role 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 Support 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
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
Detailed Responsibilities and Essential Duties
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, design changes, and improvements to the TCIS global I.T infrastructure and end-user environment
Project Engagements
Manage and deliver TCIS global I.T infrastructure solutions
Work with other TCIS service management groups to assist with I.T project duties
Reporting Responsibilities
Responsible to: Global I.T Operations Manager
Other relationships: To gain the confidence and respect of the users supported, the customers management teams, your colleagues, and Senior TCIS Management Team
Customer Relationship Management
Ensure a close working relationship is maintained at all times 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
Requirements
Excellent communication skills. Fluent English, with the ability to communicate professionally and confidently at all levels, both externally and internally
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 organise and manage yourself as well as help motivate others.
Reasonable level of understanding ITIL and ITSM environment
Experience of using tickets logging systems
>3 years IT Helpdesk experience
Good leadership skills
Experience of using tickets logging systems
Good attention to detail
Ability to empathise with customers
Ability to build effective working relationships at all levels
Willing to work on shifting schedule
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
Good I.T understanding (not limited too)
Project delivery
Compliance standards; ISO, SOC, PCI
Languages
The tasks and responsibilities described here shall be provided in English.
Benefits
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including:
Competitive compensation packages
HMO/Medical and dental coverage
Life insurance
Non-taxable allowances
Night differential
And much much more!
Transcosmos

Taguig City, Metro Manila
Permanent
Full-time