DUTIES AND RESPONSIBILITIES

• Execute assigned tasks, follow processes and escalation protocols, and support knowledge sharing and continuous improvement.
• Manage service operations including availability, capacity, continuity, and risk while ensuring compliance with service levels and quality standards.
• Oversee client support functions such as incident handling, service requests, escalations, and service restoration, including RCA and reporting.
• Support change, configuration, access, asset, and process management while maintaining accurate documentation and system records.
• Drive team performance and continual service improvement through process enhancement, monitoring, and collaboration.

QUALIFICATIONS

Education:

• Bachelor’s degree in an IT-related field
• Relevant training or certifications in IT Service Management, IT Infrastructure, or Cybersecurity.

Experience:

• Have at least 4 years of working experience in a 24x7x365 Security or Network Operations Center.
• Trainings and/or certifications on any of the following domains are required: IT Service Management, IT Infrastructure (Network, Servers, Cloud, etc.), Cybersecurity and/or Information Security.
• Must be willing to work in Makati and on shifting schedule.