ITSM Problem Manager

We are seeking an experienced ITSM Problem Manager to lead Problem Management activities and reduce the impact of recurring IT incidents across the organization. You will work closely with Service Desk, Infrastructure, Application, Network, and Service Delivery teams to identify root causes, implement permanent solutions, and improve overall service reliability.

Key Responsibilities

• Own and manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
• Identify recurring incidents and service trends, prioritize problems based on business impact, and initiate investigations.
• Lead Root Cause Analysis (RCA) sessions with technical teams and ensure corrective and preventive actions are completed.
• Maintain problem records, known errors, workarounds, and the Known Error Database (KEDB).
• Work closely with Incident, Major Incident, Change, and Service Management teams to ensure permanent fixes are implemented effectively.
• Monitor Problem Management KPIs, including recurring incidents, resolution timelines, problem backlog, and effectiveness of corrective actions.
• Facilitate problem review meetings and communicate progress, risks, and recommendations to stakeholders.
• Drive continuous service improvement by identifying process gaps, automation opportunities, and preventive measures.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• 5+ years of experience in IT Service Management, Problem Management, Service Delivery, or IT Operations.
• Strong knowledge of ITIL Problem, Incident, Major Incident, and Change Management processes.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management.
• Strong experience in RCA, trend analysis, and problem-solving methodologies.
• Excellent communication, facilitation, and stakeholder management skills.

Job Types: Full-time, Permanent, Fixed term

Pay: Php100,000.00 - Php200,000.00 per month

Benefits:

• Flextime
• Health insurance
• Life insurance
• Work from home

Experience:

• IT Service Management in Problem Management: 5 years (Required)

Work Location: Hybrid remote in Pasig