Machine Monitoring Associate (Open for Fresh Graduate)

About Electronic Transfer and Advance Processing Inc. (eTap Inc.)

Founded in 2015, Electronic Transfer and Advance Processing Inc. (eTap Inc.) is a Philippine-based company engaged in Financial Technology Services and the country’s leading manufacturer, operator, and developer of custom self-service transaction machines and payment systems.

We are proud to lead the market with the spirit of ingenuity, collaboration, and customer-centric focus. eTap Inc. continuously innovates machines and payment systems for leading telecommunications companies, digital banks, and payment aggregator companies—spurring impactful financial inclusion that enhances the prosperity of our communities.

Join eTap Inc.

Being part of the eTap Community means working in a forward-thinking and innovative company that is shaping the future of financial services while making a tangible difference in the lives of many.

If you're passionate about technology, collaboration, problem-solving, and making an impact on society, eTap Inc. is an exciting place to build your career.

About the Machine Performance Monitoring Division

The Machine Performance Monitoring Division is responsible for the real-time oversight of field-deployed cash collection machines to ensure optimal performance, availability, and service continuity.

The division monitors machine health indicators, identifies operational anomalies, and initiates incident tickets for resolution by the appropriate technical teams. It coordinates closely with field maintenance units, tracks issue response times, and maintains performance logs to support proactive maintenance, risk mitigation, and operational efficiency.

SUMMARY

The Junior Machine Performance Monitoring Associate is responsible for providing real-time operational support by monitoring the status and performance of field-deployed cash collection machines.

The role primarily involves monitoring machine alerts and system indicators, identifying potential issues or abnormalities, creating and escalating incident tickets, maintaining accurate monitoring logs, and preparing incident reports.

This entry-level position serves as an important link between the monitoring team, technical teams, and field maintenance units to ensure that machine-related concerns are properly documented, communicated, and addressed within established timelines.

The role also provides an opportunity to develop practical skills in system monitoring, ticket management, incident coordination, documentation, reporting, and operational support.

WHAT YOU WILL DO

• Monitor the real-time status and availability of field-deployed cash collection machines.
• Check machine health indicators, system alerts, connectivity status, and monitoring dashboards.
• Identify machine errors, downtime, unusual behavior, and other operational abnormalities.
• Perform regular monitoring checks to ensure machines are operating within expected performance levels.
• Immediately report or escalate critical machine issues that may affect service availability.

Incident and Ticket Management

• Create incident tickets for identified machine issues following established procedures.
• Ensure tickets contain complete and accurate information, including machine details, issue description, date/time, and relevant observations.
• Categorize and prioritize incidents based on established guidelines.
• Escalate machine-related concerns to the appropriate technical or field maintenance teams.
• Monitor open tickets and follow up on unresolved incidents.
• Update ticket status and document actions taken until the issue is resolved or properly handed over.
• Ensure incidents are properly documented and closed after resolution.

Monitoring Logs and Documentation

• Maintain accurate and updated machine monitoring logs and incident records.
• Record machine downtime, recurring issues, alerts, and other relevant performance information.
• Ensure monitoring data and reports are complete, accurate, and submitted within required timelines.
• Document recurring machine issues to support trend identification and preventive action.
• Maintain organized records of machine incidents and performance information.

Coordination and Operational Support

• Coordinate with field maintenance teams regarding machine-related incidents.
• Communicate incident details clearly to technical and support teams.
• Follow up with concerned teams regarding the progress of ongoing incidents.
• Assist in tracking response and resolution times against established service-level targets.
• Provide timely updates on critical, recurring, or prolonged machine issues.
• Support technical and field teams by providing accurate monitoring information when required.

Reporting and Performance Tracking

• Prepare routine machine monitoring reports and incident summaries.
• Consolidate data related to machine availability, downtime, alerts, and incidents.
• Assist in tracking machine performance and operational indicators.
• Ensure reports are accurate and based on updated monitoring records.
• Provide necessary information and documentation for operational reviews and performance analysis.

Continuous Improvement

• Identify recurring machine issues and report potential areas for improvement.
• Assist in improving monitoring, ticketing, documentation, and escalation procedures.
• Participate in initiatives aimed at improving machine availability and operational efficiency.
• Develop familiarity with monitoring tools, machine operations, and incident management processes.
• Continuously learn and adapt to new systems, tools, and technologies.

WHAT SUCCESS LOOKS LIKE

As a Junior Machine Performance Monitoring Associate , you will be expected to:

• Maintain consistent and accurate real-time monitoring of field-deployed cash collection machines.
• Quickly identify and report machine errors, alerts, and operational abnormalities.
• Create complete and accurate incident tickets with all necessary information.
• Escalate issues to the appropriate teams within established timelines.
• Consistently follow up on open incidents until proper resolution or handover.
• Maintain accurate monitoring logs and incident documentation.
• Provide timely and reliable reports on machine performance and incidents.
• Communicate effectively with technical and field maintenance teams.
• Demonstrate strong attention to detail and accuracy when handling operational data.
• Take a proactive approach in identifying recurring issues and potential operational risks.
• Follow established monitoring, escalation, documentation, and reporting procedures.

WHY SHOULD YOU JOIN US?

• Competitive Salary
• Good Perks & Benefits
• Opportunity to be part of a pioneering fintech company driving financial innovation in the Philippines
• Collaborative environment that encourages innovation, teamwork, and problem-solving
• Dynamic workplace where you can grow your technical and operational skills
• Opportunity to gain hands-on experience in system monitoring, incident management, and technology operations
• Exposure to real-world financial technology and self-service transaction machines
• Mission-driven organization focused on expanding financial access and empowering communities

WHY YOU MIGHT NOT ENJOY THIS ROLE

This role may not be the best fit if:

• You prefer a purely administrative role with little exposure to technology and operations.
• You are not comfortable working with monitoring dashboards, incident tickets, and operational reports.
• You do not enjoy monitoring and documentation tasks that require consistent attention to detail.
• You are uncomfortable following established escalation and incident management procedures.
• You prefer working independently rather than coordinating with technical and field teams.
• You are not comfortable working in a fast-paced environment where machine issues may require immediate attention.
• You are not interested in learning about machine operations, system monitoring, and technical support processes.

WHAT WE'RE LOOKING FOR

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field .
• Fresh graduates are welcome to apply; experience in IT support, technical support, system monitoring, operations, or a similar role is an advantage.
• Basic understanding of computers, software, networking, and system operations.
• Basic knowledge of incident management or ticketing systems is an advantage.
• Comfortable working with monitoring dashboards, spreadsheets, and reporting tools.
• Strong attention to detail and accuracy when recording information.
• Good analytical and problem-solving skills.
• Good written and verbal communication skills.
• Ability to follow established procedures and escalation protocols.
• Ability to prioritize and manage multiple incidents or tasks.
• Willingness to work in a monitoring environment and respond to operational issues promptly.
• Willingness to learn and adapt to new systems, tools, and technologies.
• Reliable, proactive, organized, and team-oriented.