We're Hiring! Join Our Team at PalawanPay
Hybrid Setup Mandaluyong (Onsite 2x per week)
IT Operations Support Specialist
PalawanPay is looking for a highly driven IT Operations Support Specialist to join our growing Technology team. If you thrive in high-availability production environments, enjoy solving complex issues, and have strong experience in incident and problem management we'd love to hear from you.
PalawanPay is the digital wallet of the trusted Palawan Group of Companies, serving millions of Filipinos nationwide and driving financial inclusion through secure and innovative digital payment solutions.
Key Responsibilities
- Provide Level 2 production support for business-critical systems, ensuring timely resolution and minimal service disruption.
- Investigate, analyze, and troubleshoot incidents across applications, integrations, and transaction systems.
- Lead and support incident and problem management activities, including root cause analysis (RCA) and preventive actions.
- Monitor application performance, system logs, and alerts to proactively detect and resolve issues.
- Perform SQL-based data validation, reconciliation, and transaction analysis for issue investigation.
- Troubleshoot API and system integration issues by reviewing logs and request/response flows.
- Collaborate with internal teams, partners, and vendors to escalate and resolve complex production issues.
- Support deployment activities, release validation, and post-release monitoring.
- Maintain and optimize service desk processes, ticket workflows, and SLA compliance.
- Develop operational reports, incident trend analysis, and service performance dashboards.
- Investigate security and fraud-related incidents and ensure proper documentation and escalation.
- Contribute to continuous service improvement initiatives to enhance system stability and reduce recurring issues.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field.
- 24 years of experience in IT operations, production support, or application support.
- Strong understanding of incident and problem management in high-availability environments.
- Proficiency in SQL, API troubleshooting, and log analysis.
- Familiarity with cloud platforms (AWS, GCP, or Azure) system integrations, and observability/monitoring tools (Dynatrace, Datadog, etc.).
- Experience with ticketing systems and SLA-driven support processes.
- Strong analytical skills with the ability to perform root cause analysis and production issue investigation.
- Experience coordinating with partners and vendors for issue resolution.
Nice to Have: ITIL Foundation or other relevant certifications.
