Analyst, IT Operations Center (ITOC)
Pasig City, Philippines
1d ago


F or over 35 years, we’ve been making history. Now, we’re creating the future.

Techs on the beach

On April 14, 1981, in Honolulu, Hawaii, William Bill Melton incorporated his new tech company. The original intention was to provide a recourse for retailers who’d been swindled by people handing out bad checks.

Bill's product was a kind of verification device using phone lines a verification phone.

But then a pivot. The credit card industry was relatively new at the time and processing was still being done with carbon paper.

Bill saw a way to reduce costs for companies like Visa and MasterCard, while capitalizing on this new technology. Instead of verifying checks, we would provide local businesses a means to electronically process credit card payments.

And thus, the Verifone payment device was born.

Now, Verifone is one of the world’s largest POS terminal vendors and a leading provider of payment and commerce solutions.

We operate in more than 150 countries and employ nearly 6,000 people globally. Our steady growth has come organically, through a dedication to innovation and strategic partnerships, as well as from savvy acquisitions.

We believe great work comes from incredible people. We’ve established a team with dedication to committed support and unmatched expertise.

Whether it’s building significant client experiences or paving the way for the future breakthrough in payment technology, Verifone is a place where growing your career means making a global impact.

Let’s shape the future of commerce together.

Job Summary

The IT Operations Center Analyst provides tier one and tier two technical support for the operation of the ITOC Global Command center in Manila, Philippines, in accordance with established goals and procedures.

The analyst will complete activities associated with providing the 24 / 7 / 365 operations required to maintain Verifone’s global payment gateways and IT services by identifying, analyzing and prioritizing events and incidents and completing service requests and BAU tasks.

Essential Duties and Responsibilities :

  • Actively monitor performance dashboards and event queues
  • Evaluates events and incidents and assesses initial impact and urgency
  • Effectively manage Service request backlog
  • Effectively communicate incident status to Shift Leader and ITOC Manager
  • Maintain standards for monitoring configurations
  • Support compliance with corporate direction and team objectives
  • Implement technical knowledge regarding existing and newly released Verifone services
  • Recommend strategies and / or process improvement to increase team productivity
  • Identify opportunities for continuous process and tool improvement
  • Ensure effective shift hand over
  • Actively participate in user / external group discussions
  • Complete activities and tasks in accordance with the established procedures and practices to achieve agreed OLAs
  • Knowledge and Experience :

  • Bachelor’s degree in Business, Computer Science or any related field
  • 1 to 4 years of IT Service Operations experience in a MNC Operations Support Center
  • Minimum ITIL V3 Foundation certification
  • Knowledge of IT Infrastructure and Application Performance monitoring tools
  • Experience working with ITSM tools, preferably ServiceNow
  • Flexible to work in 11-hour shifts to cover 24 / 7 / 365 operations.
  • Excellent verbal and written communication skills
  • Knowledge of configuration management / controls / compliance
  • Ability to work under high pressure and flexibility to meet business demands as they arise
  • Verfione is proud to be an Equal Opportunity Employer.

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