IT Service Management Engineer

4 days ago


Pasig, National Capital Region, Philippines 77 Software Full time $104,000 - $130,878 per year

Position Title: ITSM Engineer

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

Work Location: Ortigas, Pasig

Shift Schedule: Morning Shift

Job Description:

·      
Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM) activities to ensure reliable, secure, and compliant IT operations.

·      
Monitor and support the performance, availability, and reliability of IT services and systems across the organization.

·      
Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling, asset tracking, and SLA reporting.

·      
Collaborate with IT infrastructure, DevOps, and application teams to support automation, service mapping, and monitoring processes.

·      
Assist in audit support by ensuring ITSM/ITAM documentation and records are complete and up to date.

Key Responsibilities:

·      
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.

Skills and Competencies

·      
Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

·      
Familiarity with ITIL principles and ITSM process areas (incident, problem, request, change, asset, and service catalog management).

·      
Basic knowledge of IT infrastructure components (networks, servers, applications) and how they support IT services.

·      
Experience in monitoring system performance and escalating outages or performance degradation.

·      
Working knowledge of IT asset lifecycle management, including tracking, tagging, and license compliance.

·      
Ability to troubleshoot and document IT issues effectively for escalation and closure.
• Strong attention to detail in documentation, ticket updates, and asset records.

·      
Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001, COBIT) is a plus.

·      
Clear written and verbal communication skills for ticket handling and team collaboration.

·      
Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations environment.

Qualifications and Experience

·      
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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