Problem Manager

We're Hiring: Problem Manager

Are you a problem solver who enjoys uncovering root causes, driving improvements, and making a measurable impact on service reliability? We're looking for an experienced Problem Manager to lead enterprise-wide problem management initiatives and help prevent recurring technology and service issues.

What You'll Do

• Lead end-to-end problem investigations and root cause analysis (RCA)
• Identify recurring incidents, service trends, and operational risks
• Drive corrective actions, Known Errors, workarounds, and continuous improvement initiatives
• Coordinate with technical teams, service owners, vendors, and stakeholders to resolve systemic issues
• Govern and enhance the Problem Management process in alignment with ITSM best practices
• Monitor remediation activities and ensure actions are implemented and validated
• Deliver meaningful reporting and insights that improve service performance and reduce business impact

What We're Looking For

• 7+ years of experience in IT Service Management, IT Operations, Service Delivery, or Problem Management
• 3+ years leading root cause investigations, problem management activities, or service improvement initiatives
• Strong knowledge of ITIL Problem Management and related ITSM processes
• Experience working in complex enterprise and multi-vendor environments
• Strong analytical, facilitation, stakeholder management, and communication skills
• Ability to influence and drive outcomes across cross-functional teams without direct authority

Preferred Qualifications

• ITIL Foundation Certification (required)
• ServiceNow or similar ITSM platform experience
• Experience with Incident, Change, Knowledge, Configuration, and Risk Management
• Additional certifications in ITIL, Lean Six Sigma, Kepner-Tregoe, COBIT, ServiceNow, or related disciplines are a plus

Work Arrangement

• Hybrid work setup (onsite 3 days per week)
• Monday to Friday | 8:00 AM – 5:00 PM (Manila Time)
• Opportunity to collaborate with regional and global stakeholders

Why Join Us?

This is an excellent opportunity for a seasoned ITSM professional to shape Problem Management practices, improve service stability, reduce recurring incidents, and drive meaningful operational improvements across a large and dynamic organization.

Pay: Php600.00 - Php900.00 per hour

Expected hours: 40.0 per week

Work Location: Hybrid remote in Pasig