Problem Manager

Overview

Our client is looking for a Senior Problem Manager to establish and run its Problem Management practice and lead root cause investigations across a multi-vendor IT environment. You will convene experts, MSPs, and suppliers, challenge the evidence, and turn findings into Known Errors, validated corrective actions, and continual improvement.

Responsibilities

• Own Problem Management policy, process, standards, and governance cadence.

• Prioritize problem candidates by service harm, recurrence, risk, and cost, and spot systemic trends across services and suppliers.

• Lead investigations end to end, from problem statement to root cause, using structured RCA techniques.

• Maintain Known Error records and ensure workarounds and corrective actions are owned, tested, and validated before closure.

• Hold MSPs and suppliers accountable for evidence, SME participation, and remediation, escalating through governance forums when needed.

• Report portfolio trends, quality, and realized value to governance stakeholders.

Requirements

• 7+ years in IT service management, service operations, assurance, reliability, or problem management, including 3+ years leading cross-functional investigations or RCA.

• Strong ITIL-aligned Problem Management knowledge and a current ITIL Foundation certification.

• Experience governing the Problem Management lifecycle across multi-vendor, service-integration environments.

• Proficiency in ServiceNow (or a comparable ITSM platform), Excel, and Power BI.

• Bachelor’s degree in IT, engineering, business, or a related field (or equivalent experience).

• Excellent facilitation, negotiation, and communication skills, with the ability to influence without line authority.

• Preferred: advanced ITIL certification; RCA, Kepner-Tregoe, Lean Six Sigma, COBIT, SIAM, or ServiceNow training or certification.

Details

Position

Senior Problem Manager

Location

Ortigas Center, Mandaluyong City

Contract Type

Staff Augmentation

Duration

One (1) year, subject to extension

Work Setup

Hybrid – 3 days onsite per week (additional onsite days if required by the client’s user unit)

Shift

8:00 AM – 5:00 PM (Manila time)