IT Service Problem Manager

Senior Problem Management Manager

The Senior Problem Management Manager is responsible for leading and governing the end-to-end Problem Management function, ensuring the timely identification, investigation, and resolution of recurring and systemic IT issues. The role focuses on Root Cause Analysis (RCA), prevention of recurring incidents, service improvement, and continuous enhancement of IT service quality and stability.

The position works closely with Infrastructure, Applications, Service Desk, Information Security, vendors, and other technical teams to drive permanent resolutions and minimize business impact caused by recurring or major incidents.

Key ResponsibilitiesProblem Management & Lifecycle

• Lead the end-to-end Problem Management process, from problem identification and logging through investigation, resolution, and closure.
• Review, validate, categorize, and prioritize problem records within the ITSM platform.
• Identify recurring incidents, trends, and systemic issues requiring formal Problem Management.
• Coordinate with technical SMEs, vendors, and cross-functional teams to drive timely investigation and resolution.
• Ensure identified permanent fixes are properly documented and implemented through the appropriate Change Management process.
• Monitor open problems and ensure appropriate ownership, actions, and resolution timelines are maintained.

Root Cause Analysis & Post-Incident Reviews

• Lead post-incident and post-mortem reviews for major and recurring incidents.
• Facilitate structured Root Cause Analysis and ensure findings are supported by appropriate technical evidence.
• Develop and document clear RCA reports, including root cause, contributing factors, corrective actions, and preventive measures.
• Track corrective and preventive actions through to completion.
• Ensure lessons learned are incorporated into knowledge bases, SOPs, and operational procedures.

Service Improvement & Optimization

• Analyze incident trends and recurring issues to identify opportunities for service improvement.
• Develop and drive Service Improvement Plans (SIPs) addressing recurring or systemic service issues.
• Partner with technical and operational teams to improve service reliability, availability, and performance.
• Identify opportunities to enhance Problem Management processes, workflows, controls, and automation.
• Promote a proactive approach to problem prevention rather than relying solely on reactive resolution.

Reporting, Metrics & Governance

• Establish and monitor Problem Management KPIs and performance metrics, including recurrence rates, RCA completion, aging problems, and resolution effectiveness.
• Prepare regular reports, dashboards, and management insights for IT leadership.
• Facilitate regular Problem Management reviews and governance meetings.
• Ensure Problem Management records, documentation, and processes are maintained to audit and compliance standards.
• Support alignment with ITIL, ISO 20000, ISO 27001, and applicable IT service management practices.

Stakeholder & Vendor Management

• Act as a key escalation point for unresolved or systemic IT issues.
• Collaborate with Service Desk, Infrastructure, Applications, Information Security, Engineering, and other technical teams.
• Coordinate with third-party vendors and service providers to ensure timely RCA and permanent resolution of issues.
• Facilitate cross-functional discussions and ensure clear ownership and accountability for problem resolution.
• Communicate complex technical issues and their business impact clearly to both technical and non-technical stakeholders.

Training & Continuous Improvement

• Provide guidance and training to IT teams on Problem Management processes, RCA methodologies, and best practices.
• Maintain and continuously improve Problem Management policies, procedures, workflows, and documentation.
• Promote a culture of continuous improvement, knowledge sharing, and proactive problem prevention across IT operations.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• Minimum of 5 years of experience in IT Service Management, with at least 3 years of direct experience in Problem Management.
• Proven experience leading Root Cause Analysis, incident trend analysis, post-incident reviews, and permanent fix implementation.
• Strong understanding of enterprise IT environments, including applications, infrastructure, platforms, and technology services.
• Experience coordinating with vendors, technical SMEs, and cross-functional IT teams.
• Experience in ITIL-based service management environments.
• Demonstrated experience in process improvement, service optimization, and ITSM governance.

Certifications

• ITIL v3 or ITIL 4 certification required or strongly preferred.
• ITIL Intermediate or Expert-level certification is an advantage.
• ISO 20000 and/or ISO 27001 awareness or implementation experience is an advantage.
• Agile, PRINCE2, PMP, or other relevant project/process management certification is a plus.

Skills & Competencies

• Strong analytical, investigative, and problem-solving capabilities.
• Excellent Root Cause Analysis and incident trend analysis skills.
• Strong understanding of IT Service Management and Problem Management principles.
• Hands-on experience with JIRA Service Management or similar ITSM platforms.
• Strong facilitation, presentation, and stakeholder management skills.
• Ability to lead cross-functional teams without direct authority.
• Strong communication skills, both written and verbal.
• Effective escalation and conflict-resolution skills.
• Strong organizational and documentation skills.
• Detail-oriented with a strong process improvement mindset.
• Ability to manage multiple priorities and complex issues in a fast-paced enterprise IT environment.

Pay: Php70,000.00 - Php120,000.00 per month

Work Location: In person