IT Service Management 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

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The IT Service Management Engineer will help inidentifying, prioritizing, and effectively resolving IT service disruptions and inquiries.

Service Management Engineer

Serves as the primary GoTyme Triage team thatis responsible for:

• Properly identifying and prioritizing IT service disruptions and inquiries

• Avoiding service interruptions by monitoring system installations, updates, and maintenance procedures. (in coordination with other IT teams)

• Making recommendations tooptimizeIT performance and service delivery and to prevent future problems.

Incident Management

Primary Incident Team thatis responsible forthe coordination and/or escalation of incident / problem tickets for GoTyme as part ofGoTyme’sTriage Team

• Handling of Level 1 incidents and accountable for all other incident tickets in terms communications and coordination with the primary stakeholders ensuring reports / updates are communicated in a language the businessunderstands

• Coordinates Level 2 and Level 3 incidents with Global Team (either South Africa or Vietnam teams)

IT Services Monitoring (in collaboration with other teams)

• Monitors IT services / components in collaboration with Infrastructure team

Other Tasks / Proficiencies:

• Responsible for Continual Service Improvement Initiatives within Service Management disciplines and processes byidentifyingand helps Service Management Lead in driving initiatives to ensure continuous improvement whilst protecting the integrity of existingservices
• Adopts a multi-skilled approachdemonstratingflexibility to help alleviate potential single points of failure and supporting the wider team when requested by the IT team in general; cross skilled in change, problemmanagementand IT services monitoring

Bachelor’s degree or higher and / or equivalent qualification in Computer Science or relevant IT field.

• 2+years experienceworking insimilarrole and/or educational background in anIT / IT Operations / IT Service Desk related courses.

• Background in Service Desk, IT Operations, Financial Services, IT and Network Services, Cloud Services, and related industries preferred.

• Familiarity with IT Service Management (i.e.ITIL)conceptand processes. Certifications are preferred but notrequired

• Good stakeholder management skills; Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders.

• Familiarity with Microsoft (Windows OS) systems, iOS, MacOS, AWS and/or other cloud platforms

• Familiarity with IT systems in general including hardware and software platforms and how each integrate and interact witheach other

• Good analytical skills &detail-oriented.Knowhow to perform root-cause analysis. Shows good structure in thought processes toidentifythe issue and provide resolution steps accordingly (triage skillset)

• Good communicationskills. Knows how to coordinate with various parties, specifically explain issues, symptoms, and recommend resolutions.