IT Service Management Engineer

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 in identifying, prioritizing, and effectively resolving IT service disruptions and inquiries. 

Service Management Engineer  

Serves as the primary GoTyme Triage team that is 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 to optimize IT performance and service delivery and to prevent future problems.  

Incident Management  

Primary Incident Team that is responsible for the coordination and/or escalation of incident / problem tickets for GoTyme as part of GoTyme’s Triage 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 business understands  

• 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 by identifying and helps Service Management Lead in driving initiatives to ensure continuous improvement whilst protecting the integrity of existing services  
• Adopts a multi-skilled approach demonstrating flexibility 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, problem management and IT services monitoring 

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

• 2+ years experience working in similar role and/or educational background in an IT / 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) concept and processes. Certifications are preferred but not required  
• 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 with each other  
• Good analytical skills & detail-oriented. Knows how to perform root-cause analysis. Shows good structure in thought processes to identify the issue and provide resolution steps accordingly (triage skillset)  
• Good communication skills. Knows how to coordinate with various parties, specifically explain issues, symptoms, and recommend resolutions.