IT Service Management Engineer - Quezon City - ref. m4873019
Seven Seven Global Services, Inc. Quezon City Full-time
Position Title: ITSM Engineer
Location: Ortigas Center, Pasig City
Location: Ortigas Center, Pasig City
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.
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