Title:  Cyber Security ITSM Manager

We’re JTI, Japan Tobacco International, and we believe in freedom. 

 
We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.
 

But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to grow, travel and develop, amazing things can happen for our business. That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend, and why we’ve been recognized as INVESTORS IN PEOPLE in the Philippines

It’s the perfect moment for you to #JoinTheIdea. We’re opening our Global Business Service center in the heart of BGC Manila and looking for more than 300 bright minds to join a global multinational with an exciting start-up vibe.

Department: Security Operations Center

Location: Taguig, Philippines

Reporting to: Dmitry Doronin, Cyber Security Operations Director 

Role: Permanent

Cyber Security ITSM Manager

As the Cyber Security ITSM Manager you are resonsible for providing effective customer service in scope of ServiceNow IT Service Requests where security matter is affected and support is requested. Your scope of work includes:

• organizing, maintaining and improving related processes in line with ITIL standards
• distributing and processing the ITSM tickets with support of external contractor(s) in timely manner and in lline with SLAs
• ensuring that SOC-assigned tickets meet or exceed business and IT customers expectations via regular review KPI reports and feeback in ServiceNow

What will you do?

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 effectivenes 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 feedbak on quality of the service.

5) Policies & Procedures:

• Create and maintain Policies in Procedures in scope of SOC ITSM activities.
• When necessary, support other IT teams by reviewing PnPs  and providing input to define SOC involvement and resonsibility in IT service processes. 

Who are we looking for?

• University degree or relevant experience                                            
• 2-5 years of ServiceNow integration, configuration and workflow definition
• 2-5 years of cyber security request management experience
• 2+ years of cyber security incident management experience                 
• Fluent English written and spoken.                                            

What we the next steps?

Thank you very much for applying!

We will make sure to provide feedback on your application within 2 weeks after the application deadline. Should you have any questions, you are welcome to contact Noah Del Rosario (AprilNoah.DelRosario@jti.com)