Customer Service Team Lead

Service Management Lead (Makati) - East West Banking Corporation

Locations: Makati

Work Arrangement: Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead. In this role you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary.
• Conduct root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues.
• Review incident data based on RCA and provide recommendations to prevent future occurrences.
• Proactively identify mitigating actions and insights for improving security posture.
• Identify recurring patterns and propose actions to reduce risks.
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams.
• Build and enhance tooling, dashboards, and alerting systems with data accuracy and ongoing improvement.

What we're looking for

• Bachelor’s Degree in Computer Science or Telecommunications or related field
• 3+ years in Incident Management and 5+ years in technology roles
• Strong communication skills to convey technical matters to business stakeholders
• Experience in banking/fintech is highly desirable

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs
• Mentorship from industry experts
• Defined career progression paths

Note: This advertiser has chosen not to accept applicants from your region.

Posted 1 day ago

Location: Ortigas, Pasig | Hybrid | Day Shift

Role: Reporting to the Group Technology Operation Services Director. Responsible for IT Service Management, ensuring ITIL processes are understood and adhered to across IT.

KEY RESPONSIBILITIES

• Own and govern IT Service Management (Incident, Problem, Change, SLA).
• Drive standardization and adoption of ITSM disciplines.
• Define and document ITIL processes collaboratively; facilitate SLAs across functions.
• Partner to define and track KPIs; manage process exceptions; mentor ITSM team.

REQUIREMENTS

• 10+ years in IT with 5+ years in an ITSM leadership role
• ITSM expertise across incident, problem, change, SLA
• Strong KPI tracking and process improvement skills
• Excellent communication; experience with banking/regulated industries is a plus

Job Types: Full-time, Permanent • Pay: Up to Php120,000 per month

Work Location: Remote

Note: This advertiser has chosen not to accept applicants from your region.

Posted 1 day ago

Role: Proactively manage accounts with recurring service issues; coordinate with repair teams; monitor restoration progress; conduct quality sampling.

Job Type: Full-time

Benefits: Health insurance, Life insurance, Company events, Opportunity for promotion

Note: This advertiser has chosen not to accept applicants from your region.

Role: ITSM Specialist

Responsibilities: Execute ITSM and ITAM activities; monitor IT services; implement ITSM tools; collaborate with infra, DevOps, and applications teams; assist in audit support.

Skills/Experiences: ITSM platforms (ServiceNow, Jira Service Management, Freshservice), ITIL fundamentals, asset management, incident/change management.

Note: This advertiser has chosen not to accept applicants from your region.