City:Taguig
Professional Area:Digital & Information Technology
Contract Type:Permanent
Professional Level:Experienced
Reporting to:Information Security & Risk Director
Cyber Security ITSM Manager
The Cyber Security ITSM Manager is responsible for delivering effective customer service for ServiceNow IT Service Requests related to security issues. Key duties include organizing, maintaining, and improving processes according to ITIL standards, managing and processing ITSM tickets with external contractors in adherence to SLAs, and ensuring that SOC-assigned tickets meet or exceed business and IT customer expectations through regular KPI report reviews and feedback in ServiceNow.
What will you do - Responsibilities
1.) Cyber Security
- Oversee requests, incidents and problems in ServiceNow assigned to JTI SOC team.
- Manage and process severe and complicated tickets, coordinate and/or dispatch requests to external contractors.
- As a permanent CAB member from SOC, attend weekly meetings and ensure that JTI infrastructure changes are done in line with JTI Security standards and reviewed by TSC/SOC teams when security matter is impacted.
2.) IT Service Management
- Develop, maintain and improve ITSM processes and workflows related to SOC engagement.
- Ensure their effectiveness to meet SLAs and customers expectations, and necessary involvement.
- When applicable, identify or follow up on the root cause in order to reduce repetitive incidents or problems.
- Create and maintain Knowledge Base in ServiceNow where SOC is owner of the process.
3.) KPIs and Reporting
- Support KPIs data collection related to ITSM scope.
- Drive ticket analysis when necessary among regular customer survey feedback review, identify and develop strategies for improvements, or process optimization.
- Maintain relationship with major IT stakeholders and Global Service Desk, attend relevant meetings in order to have complete view on customer needs and integration with other teams processes.
4.) Service Management
- Mentor external contractors assigned to ITSM SOC function, provide materials and knowledge transfer necessary to deliver the service.
- Provide backup support. Manage administrative tasks related to contractors with JTI Security Service Provider and provide constructive feedback on quality of the service.
5.) Policies and Procedures
- Create and maintain Policies in Procedures in scope of SOC ITSM activities.
- When necessary, support other IT teams by reviewing PnPsand providing input to define SOC involvement and responsibility in IT service processes.
Who are we looking for - Requirements
- University degree or relevant experience
- 2-5 years of ServiceNow integration, configuration and workflow definition
- 2-5 years of cyber security request management
- 2+ years of cyber security incident management
- Fluent English written and spoken
- Reading/Speaking Japanese language preferred but not required
Are you ready to join us Build your success story at JTI. Apply now!
Next Steps:
After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.
