IT Service Management Engineer
GoTyme Bank
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Job summary
GoTyme Bank is seeking an IT Service Management Engineer in Manila to identify and prioritize IT service disruptions and inquiries, monitor system changes, and coordinate incidents with global teams. The role drives IT performance improvements and supports service management initiatives.
The candidate should hold a Bachelor's degree in IT, have 2+ years in IT operations or service desk, and possess ITIL familiarity with strong communication and stakeholder management skills.
Qualifications
- Bachelor's degree or higher in Computer Science or a related IT field.
- At least 2 years of experience in IT / IT Operations / IT Service Desk.
- Familiarity with IT Service Management (ITIL) concepts; certifications preferred but not required.
- Background in IT operations within financial services or related industries is preferred.
- Strong stakeholder management, prioritization, and communication skills.
Responsibilities
- Identify and prioritize IT service disruptions and inquiries.
- Monitor system installations, updates, and maintenance to avoid interruptions.
- Coordinate Level 1–3 incidents with GoTyme's triage team and global teams.
- Provide recommendations to optimize IT performance and service delivery.
- Support continual service improvement initiatives within Service Management.
Skills
Education
Tools
Job description
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.
The IT Service Management Engineer will help inidentifying, prioritizing, and effectively resolving IT service disruptions and inquiries.
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.
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)
- Monitors IT services / components in collaboration with Infrastructure team
- 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
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.
The IT Service Management Engineer will help inidentifying, prioritizing, and effectively resolving IT service disruptions and inquiries.
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.
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)
- Monitors IT services / components in collaboration with Infrastructure team
- 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.
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