Problem Manager

Greetings from LanceSoft

Location: Manila

Hybrid Setup

Extendable Contract Role

Role : Problem Manager

Education and Work Experience

Bachelor's degree in IT, computer science, engineering, business, operations, risk, data or related field (or equivalent experience).

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

Proven experience governing the end-to-end Problem Management lifecycle by coordinating SMEs (not relying solely on personal technical expertise), operating across multi-vendor/service-integration environments, and turning findings into workarounds, Known Errors, corrective actions or CSI initiatives.

Experience using service-management data and trend analysis to identify and prioritize systemic problems.

Technical Knowledge

Strong ITIL-aligned Problem Management knowledge (reactive/proactive identification, problem/error control, causal analysis, continual improvement) plus working knowledge of related practices (Incident, Change, Knowledge, Configuration, Asset, Supplier and Service Level Management).

Advanced investigation and facilitation skills – developing hypotheses, interpreting evidence, mapping causal chains and communicating uncertainty.

Sufficient technical breadth (applications, infrastructure, cloud, networks) to challenge SMEs without acting as resolver, plus working knowledge of governance, risk, automation and value analysis.

Soft Skills

Authority through influence – able to convene, direct and challenge senior specialists, owners, MSPs and suppliers without line-management authority.

Strong facilitation, interviewing, analytical reasoning, negotiation and conflict-resolution skills, with clear communication translating causal analysis into business impact and recommendations for technical and executive audiences.

Evidence-driven persistence balanced with pragmatism and value-based judgement; able to manage multiple concurrent investigations in a multicultural environment.

Commitment to blameless learning, accountability, ethics and continuous improvement.

Tools/Software

Proficiency with ServiceNow (or comparable ITSM platform) and reporting/analytics tools (Excel, Power BI) for decision-ready trend, risk and value reporting.

Certification (if applicable)

Current ITIL Foundation certification required; advanced ITIL practice/strategic-leadership certification highly desirable.

RCA, Kepner-Tregoe, Lean Six Sigma, reliability engineering, COBIT, SIAM, risk management, data analytics or ServiceNow training/certification desirable.

Capability consistent with SFIA Problem Management (PBMG) level 5 (Ensure/Advise), with selected level 6 behaviors where