TechOps ITSM Engineer

Role: ITSM Engineer

Location: Taguig City, Metro Manila - Hybrid (2 days onsite per week)

Thanks for checking out our job opening; we are excited that YOU are interested in learning more about NCC Group.

We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.

We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference and we want you to join in our mission, to make the world safer and more secure.

Take a look at our website here to learn more about why we’re one of the leading global Cyber Security and Risk Mitigation business… https://www.nccgroup.com/uk/

The Opportunity:

The TechOps ITSM Engineer will be responsible for the continual improvement, maintenance and administration of the ITSM System (Ivanti Service Manager). Ensuring that the platform remains secure, efficient, and adaptable to evolving business needs. They will be responsible for troubleshooting and resolving issues within the system.

Additionally the role will require administration and development of reports using data from the ITSM system, including the use of data visualisation software such as PowerBI.

Job Responsibilities

• Perform daily administration, troubleshooting and resolution of issues arising within the ITSM system.

• Planning and implementing upgrades to the ITSM system.

• Solution design and implementation of new features within the platform.

• Working on the continuous improvement of the ITSM system based off requirements from the business.

• Driving improvement and efficiency through further automation within the ITSM System.

• Develop and maintain system documentation and provide training to internal users to enhance user proficiency and platform utilization.

• Develop and maintain reports for key stakeholders in the business such as the service operations team.

Qualifications and Skills

• Asset and configuration management - You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas and verify the location and state of assets.

• Availability and capacity management - You can manage service components to ensure they meet business needs and performance targets.

• Change management - You can analyse and assess impact, and develop and document change requests. Implement changes based on requests for change.

• Continual service improvement - You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.

• Incident management - You can diagnose and prioritise incidents, investigate their causes and find resolutions.

• Ownership and initiative - You can own an issue until a new owner has been found or the problem has been mitigated or resolved.

• Problem management - You can initiate and monitor actions to investigate patterns and trends to resolve problems. Effectively consult specialists where required. Determine the appropriate remedy and assist with its implementation. Determine preventative measures.

• Service focus - You can take inputs and establish coherent frameworks that work.

• Technical understanding - You can understand the core technical concepts related to the role, and apply them with guidance.

• Testing - You can review requirements and specifications, and define test conditions. Identify issues and risks associated with work. Analyse and report test activities and results.

• Service Management Framework knowledge - You have awareness of key ITIL or other applicable ITSM framework operational processes.

• User focus -You can identify and engage with users or stakeholders to collate user needs evidence. Understand and define research that fits user needs. Use quantitative and qualitative data about users to turn user focus into outcomes.

Essential Skills:

• Ivanti Service Manager (Or any ITSM System is relevant)

• ITSM Workflow Management

• Relational Databases

• PowerBI

• PowerShell

• ITIL principles and framework

Behaviours:

• Focusing on Clients and Customers

• Working as One NCC

• Being Inclusive and Respectful

• Always Learning

• Delivers Brilliantly

About NCC Group

The NCC Group family has over 2,200 members located all around the world, providing a trusted advisory service to 15,000 customers. Born in the UK, we have now have offices in North America, Canada, Europe, Asia- Pacific and United Arab Emirates.

We are passionate about helping our customers to protect their brand, value and reputation against the ever-evolving threat landscape. We fuel that passion with investment in our people and our business.

Our values and code of ethics are at the heart of how we operate – we work together, we are brilliantly creative and we embrace difference. We treat everyone and everything with equal respect.

We want to create an environment where all colleagues feel psychologically, emotionally and physically safe to be authentic, sharing their personal experiences to represent the diversity of the world they live in, and have equal opportunity to achieve their best.

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.

Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process.