Kiosk Control Tower Associate

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

Kiosk Control Tower ensures that all incidents reported by internal and external customers are handled properly and within turnaround time. Coordinates with Kiosk bank Ambassadors, Kiosk Field Service Techs, and Warehouse Tech, and when needed to Kiosk Innovation team and TymeX to ensure that incident tickets are resolved within SLA. Schedules Kiosk Field Service Techs visit to meet Kiosk Uptime/Availability for bank customers. Overall, owns responsibility for Kiosk Uptime and SLA adherence.

Control Tower Operations

1. Process incident management from internal and external customers
2. Conducts remote monitoring and remote machine testing.
3. Diagnoses and resolves issues remotely related to hardware, software, and/or network
4. Escalates and liaises with internal functions to ensure on-site personnel are deployed to resolve on-ground issues.
5. Assist with software update deployment to the machine, including SIT/UAT activities prior to rollout in production
6. Conducts admin functions- includes updating and creating operating procedures for process improvement, reporting, and special projects, as needed, to ensure business goals are met.

Performance Management

1. Monitors, reports on, and analyses operational KPIs and SLAs related to machine performance
2. Assist in the refinement of KPIs and SLAs to ensure alignment with business growth and change
3. Conducts root cause analysis to understand issues and create long-term solutions
4. Manage assigned cluster/s to meet KPI & SLA, provide an action plan & execute in case not meeting target.

Workforce Management

1. Assist in scheduling corresponding field work for technicians
2. Contributes to process and policy improvement through process & policy gap analysis, data and trends reports, and process mapping.

Must Haves

• Bachelor’s degree or higher and / or equivalent qualification in Computer Engineering, Computer Science, Information Technology, Electronics Engineer, or relevant IT courses.
• 3+ years experience working in a desktop support, software deployment, workforce management, incident management or other relevant roles preferred.
• Experience working with hardware & software, particularly software deployment, testing, and monitoring preferred. Or, experience in networking and/or machinery. 
• Background in Telecommunications, Financial Services, Media Services, and related industries, preferred.
• An Engineering License is a plus
• Experience with incident management, hardware or software (Financial Services, Telco, IT, etc)
• Good analytical skills. Knows how to perform root-cause analysis and issue resolution.
• Good communication skills. Knows how to coordinate with various parties, specifically explain issues, symptoms, and recommend resolutions.
• Understanding of software development/deployment/update processes preferred.
• Familiarity/experience with data analysis methods and tools preferred.
• Familiarity with Microsoft Office.
• Preferably with experience in one or more tools: Tableau (Data Analysis and Visualization), Microsoft Dynamics (ERP)
• Amenable to flexible work hours