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Title:  Cybersecurity ITSM Manager

Job ID:  86760
Country:  Philippines
City:  Taguig
Professional area:  Information Technology
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1630



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.


Cyber Security ITSM Manager


The Cyber Security ITSM Manager is responsible for providing effective customer service in scope of ServiceNow IT Service Requests where security matter is affected, and support is requested. The Incumbent's scope of work is:

  • organize, maintain, and improve related processes in line with ITIL standards.
  • distribute and process the ITSM tickets with support of external contractor(s) in timely manner and in line with SLAs.
  • ensure that SOC-assigned tickets meet or exceed business and IT customers’ expectations via regular review KPI reports and feedback in ServiceNow.
  • Identify areas for improvements in ServiceNow workflows, define and coordinate implementation of necessary changes with ServiceNow development team.


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.


  1. 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 to reduce repetitive incidents or problems. Create and maintain Knowledge Base in ServiceNow where SOC is owner of the process.


  1. 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 to have complete view on customer needs and integration with other teams' processes.


  1. 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.


  1. 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 responsibility in IT service processes.


WHO ARE WE LOOKING FOR – Qualifications:

  • 2-5 years or more of ServiceNow integration, configuration, and workflow definition
  • 2-5 years or more of cyber security request management
  • 2+ years or mor of cyber security incident management
  • Excellent team spirit, communication, problem and change management skills.
  • High level of expertise and awareness of System and Infrastructure technologies. Analytical, organized, and efficient. Sets priorities to meet objectives.
  • Ability to work in a virtual and multicultural environment.
  • Security certification (CISSP, CISM) is an asset.


  • Work in JTI Philippines Headquarters Taguig
    • Flexible Dayshift Schedule
    • Working from home (temporary until further notice)
    • Nespresso Coffee Machines, PS5, Xbox, Massage chairs, etc.
    • State of the art technologies (Office Table & Chairs, wide screen monitors, etc.)
  • Be covered with medical insurance and HMO upon hiring, with HMO dependent coverage and medicine allowance (HMO on Day 1 + 2 Dependents)
  • Receive bonuses and cash allowances such as meal and transport allowance
  • Have access to over 200 company training
  • Well-being programs for employees
  • Opportunities for your career growth
  • Recreational facilities in the office - Videoke, billiard, Basketball and table tennis
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend
  • Understand why 9 out of 10 employees say they feel free to be themselves


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