Discover your 100% YOU with MicroSourcing!
Position
: Problem Manager (B2B AU Telco)
Location
: BGC, Taguig
Work setup & shift:
Onsite | Dayshift
Be a part of something big at Microsourcing!
We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.
Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.
This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!
Your Role
This role is responsible for managing, implementing, and continuously improving the Problem Management lifecycle within an ITIL-based framework. The Problem Manager drives root cause analysis, reduces incident recurrence, ensures effective known error management, and supports continuous service improvement across managed service operations. The role works closely with incident, change, knowledge, and configuration management processes to improve service quality and customer experience.
As a Problem Manager, You Will
Problem Lifecycle Management
- Own and manage problem records and lifecycle activities.
- Conduct root cause analysis and coordinate resolution actions.
- Maintain Known Error Database (KEDB).
- Drive proactive problem identification and prevention.
Reporting & Analysis
- Perform trend analysis and produce problem management reports.
- Provide internal and client reporting insights.
Risk & Compliance
- Identify and escalate risks and support mitigation strategies.
- Ensure compliance with ITIL and ISO20000 standards.
Customer & Stakeholder Management
- Engage stakeholders and clients to manage expectations.
- Provide updates and facilitate problem review meetings.
Continuous Improvement
- Drive service improvement initiatives and reduce incident trends.
- Feed outputs into CSI processes.
What You Need
Non-negotiables
- 3+ years experience in Incident and Problem Management
- Strong knowledge of ITIL practice (required)
- Strong stakeholder and communication skills
- Analytical and root cause investigation capabilities
- Experience in ICT or service operations environments
--
About MicroSourcing
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
Why join MicroSourcing
You'll Have
- Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
- A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
- Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
- Career Growth: Take advantage of opportunities for continuous learning and career advancement.
- Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Our commitment to 100% YOU
MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!
For more information, visit https://www.microsourcing.com/
