Infrastructure Service Management Specialist

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Who we are:

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

Job Summary:

Oversees IT Operations and service delivery across Delivery Centers in the Philippines, Indonesia, Malaysia, Thailand, Japan, and Singapore, ensuring daily activities align with Operational Level Agreements (OLAs).

Technical Performance:

Ensures IT services meet OLA targets.

Acts as escalation point for service issues.

Manages issue escalation and communication.

Contributes to problem management and infrastructure planning.

Ensures compliance with configuration and security standards.

Planning Performance:

Defines team goals and ensures timely task completion.

Manages staffing, training, and development plans.

Oversees capacity planning and budget coordination.

Supports innovation, automation, and cost-efficiency initiatives.

Organizing Performance:

Helps define team structure and functions.

Manages project execution within scope, time, and budget.

Participates in hiring and staffing processes.

Controlling Performance:

Monitors team performance against targets.

Sets priorities and ensures compliance with internal controls.

Leading Performance:

Develops performance metrics and conducts reviews.

Leads meetings and ensures effective communication.

Designs and delivers training programs.

Implements performance management through coaching, mentoring, and improvement plans.

Participates in employee evaluations.

Qualifications:

Minimum 3 year(s) of experience is required.

Bachelor’s degree in Engineering, Computer Science, or IT.

4+ years in IT service support management; 2+ years in IT roles.

Skills in server/network/voice administration, hardware troubleshooting, and communication.

Knowledge of ISO standards, ITIL v4 Foundation certified preferred.

Behavioral Attributes:

Strong customer focus, resilience under pressure, team collaboration, innovation, and continuous learning.