IT Service Management Engineer - Manila

Work Setup: Hybrid (3x-4x a week); midshift

Job Description:

• Monitor IT systems and services to ensure uptime and performance, escalating issues as required.
• Support the configuration and maintenance of ITSM tools (e.g., ServiceNow, Jira Service Management) for ticketing, workflow, and reporting.
• Participate in incident, request, and problem management processes, including logging, triage, root cause identification, and resolution.
• Maintain and update the IT service catalog ensure services are accurately mapped to supporting infrastructure.
• Track and update asset records across the hardware and software lifecycle, ensuring compliance with license agreements and ITAM policies.
• Assist in the implementation of automated monitoring, alerting, and reporting tools in collaboration with infrastructure and DevOps teams.
• Document incidents, problems, asset changes, and resolutions clearly and consistently in ITSM tools.
• Perform quality checks on ticket data to ensure adherence to SLAs, KPIs, and ITSM standards.
• Provide technical input for audit responses and participate in control reviews related to IT operations.
• Contribute to ongoing process improvements and efficiency initiatives by identifying recurring issues and proposing automation or procedural enhancements.
• Participate in internal training, shadowing, and knowledge-sharing activities to build cross-functional capabilities.

Qualifications:

• Bachelor’s degree in Electronics Engineering, Information Technology, Computer Science, or related field.
• 3–5 years of experience in IT Operations, IT Service Desk, or ITSM engineering roles.
• ITIL Foundation certification (required); ITIL Intermediate/Practitioner (preferred).
• Certification or training in IT Asset Management (e.g., CITAM) is a plus.
• Experience working in banking or regulated industries is advantageous.
• Familiarity with audit practices and regulatory compliance frameworks (e.g., BSP, ISO, PCI DSS) is a plus.
• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based monitoring tools.
• Experience with automation platforms
• Knowledge of BSP regulatory frameworks, policies, and guidelines.