Problem Manager

Problem Manager

Clark, Philippines (Onsite)

Direct Hire

JPC - 20257

We are looking for a Problem Manager. This is a direct hire opportunity based out of Clark, Philippines (Onsite).

The Problem Management Specialist is responsible for identifying, analyzing, and eliminating the root causes of recurring incidents and systemic service issues. This role operations within the ITIL Problem Management practice and works cross-functionally with Incident Management, Change Management, Vendors, and Engineering teams to reduce service disruptions, track outages, improve stability, and drive continuous improvement.

The Problem Management Specialist owns the end-to-end lifecycle of problems, from detection proactively, Root Cause Analysis, remediation, knowledge creation, and long-term prevention.

Essential Duties and Responsibilities:

The essential duties and responsibilities can include the following but are not limited to:

Problem Identification & Control

• Proactively identify problems through trend analysis of incidents, major incidents, and operational data.
• Classify, prioritize, and log problems based on business impact, risk, and frequency.
• Correlate incidents across systems, vendors, and locations to identify systemic failures.
• Maintain a controlled backlog of open problems with clear ownership and timelines.

Root Cause Analysis (RCA)

• Lead structured RCA efforts using methodologies such as 5 Whys, Fishbone, Kepner-Tregoe, or Fault Tree Analysis.
• Facilitate post-incident reviews and major incident problem records.
• Ensure RCAs focus on systemic causes, not individual blame.
• Validate findings with technical teams and vendors.

Resolution & Remediation

• Coordinate corrective actions with L2/L3 teams, engineering, infrastructure, and third-party vendors.
• Drive permanent fixes through Change Management where required.
• Track remediation plans to close and verify effectiveness post-implementation.
• Escalate risks when remediation timelines put service stability at risk.

Knowledge & Prevention

• Create and maintain Known Error Records (KERs) and workarounds.
• Partner with Knowledge Management to ensure learnings are shifted left (L2>L1>L0).
• Reduce repeat incidents through documentation, automation, and self-service enablement.
• Influence proactive improvements to monitoring, alerting, and diagnostics.

Vendor & Stakeholder Management

• Coordinate problem resolution efforts with external vendors and service providers.
• Hold vendors accountable for RCA quality, timelines, and corrective actions.
• Communicate problem status, risk, and progress to business stakeholders and leadership.

Metrics & Continuous Improvement

• Define and report on Problem Management KPIs, such as:
• Reduction in repeat incidents
• Time to root cause
• Time to resolution
• Percentage of cases linked to known problems
• Identify systemic improvement opportunities and recommend process or technology changes.
• Contribute to service reviews, governance forums, and operational maturity initiatives.
• Create and maintain reports that show major cases of drivers and owners weekly and monthly.
• Participate in monthly / quarterly service reviews (MBRs / QBRs).
• Provide stability metrics and trend reporting.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Technical & Process Skills

• Strong understanding of ITIL 4 practices, especially:
• Problem Management
• Incident Management
• Change Enablement
• Knowledge Management
• Supplier Management
• Proven RCA facilitation and analytical skills
• Comfortable working across infrastructure, applications, POS, networking, and vendor ecosystems
• Hold teams accountable for remediation deliverables.

Soft Skills

• Strong facilitation and stakeholder management skills.
• Ability to challenge teams constructively and drive accountability.
• Excellent written and verbal communication.
• High attention to detail with a system-thinking mindset.
• Ability to be client facing.

Certifications (Preferred)

• ITIL 4/5 Foundation (required)
• ITIL 4 Managing Professional (desirable)
• Lean Six Sigma (Green or Black Belt preferred)

Language Skills

Demonstrates the ability to select the appropriate communication channel and maintain professionalism when providing feedback to Training Managers and CSS leadership. Effectively conveys information to customers, trainees, and peers by creating a positive learning environment, guiding case reviews, facilitating practical application exercises, and delivering recognition or constructive feedback.

Work Environment

The work environment described here represents conditions encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions. This role operates in a professional office or home office setting. For home office arrangements, a private space with a door is required to minimize distractions. The position routinely uses standard office equipment, including a computer and soft phone.

Education and/or Experience

Required:

• High school diploma or equivalent.
• Strong English communication skills: verbal and written.
• Experience working independently and as part of a team.
• Experience of being an established technical resource and subject matter expert in a team.
• High degree of professionalism.
• Customer Service acumen.
• Reporting knowledge.
• Bachelor's Degree – Preferred.

AAP/EEO Statement

Solugenix provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the employee. Duties and responsibilities may change at any time, with or without notice.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.