IT Service Delivery & Incident Engineer

GoTyme PH (Philippines); Philippines; On-site; PHP 420,000 - 700,000; Full time

Job summary

GoTyme PH (Philippines) seeks an IT Service Management Engineer to identify, prioritize, and resolve IT service disruptions and inquiries. You will be the GoTyme Triage team's primary contact for service issues, coordinating across IT to minimize downtime and maintain service quality.

Ideal candidates hold a IT-related Bachelor’s degree and 2+ years in IT operations or service desk roles, with ITIL familiarity and strong stakeholder communication.

Qualifications

• Bachelor’s degree or higher in Computer Science or relevant IT field.
• 2+ years experience working in similar role and/or IT Operations/IT Service Desk.
• Background in Service Desk, IT Operations, Financial Services, IT/Network Services, Cloud Services preferred.
• Familiarity with IT Service Management (ITIL) concepts and processes; certifications preferred but not required.
• Strong stakeholder management; ability to escalate issues to relevant parties.
• Familiarity with Windows, iOS, MacOS, AWS and cloud platforms.
• Understanding of IT systems integration across hardware and software.
• Strong analytical skills and root-cause analysis abilities; structured problem-solving.
• Excellent communication skills to coordinate with multiple stakeholders.

Responsibilities

• Identify and prioritize IT service disruptions and inquiries.
• Avoid service interruptions by monitoring installations, updates, and maintenance in coordination with IT teams.
• Make recommendations to optimize IT performance and service delivery and prevent future problems.
• Act as part of the Incident Team for coordination and escalation of tickets across GoTyme’s triage process.
• Handle Level 1 incidents and communicate updates to business stakeholders.
• Coordinate Level 2 and Level 3 incidents with Global Team (South Africa or Vietnam).
• Monitor IT services/components in collaboration with Infrastructure team.
• Drive Continual Service Improvement Initiatives within Service Management disciplines.
• Maintain a multi-skilled approach to reduce single points of failure and support the wider IT team.

Skills

Communication

Stakeholder management

Root-cause analysis

Triage

Troubleshooting

Problem management

Coordination

Analytical thinking

Education

Bachelor’s degree in IT/Computer Science

Tools

ITIL

Microsoft Windows

iOS

MacOS

AWS / Cloud platforms

Job description

GoTyme PH (Philippines) seeks an IT Service Management Engineer to identify, prioritize, and resolve IT service disruptions and inquiries. You will be the GoTyme Triage team's primary contact for service issues, coordinating across IT to minimize downtime and maintain service quality.

Ideal candidates hold a IT-related Bachelor’s degree and 2+ years in IT operations or service desk roles, with ITIL familiarity and strong stakeholder communication.