Senior Problem Manager

Hybrid (3 days/week onsite, 8:00 AM – 5:00 PM Manila Time) | (1-year contract, subject for extension)

About the Role

As a Senior Problem Manager, you will establish, govern, and operate the Problem Management practice across an enterprise IT operating model. You will lead cross-functional, multi-vendor investigations end-to-end to analyze underlying causes of IT service disruptions, drive effective workarounds, and eliminate systemic recurring issues. By focusing on evidence- and value-based triage, you will protect service value, minimize harm, and enhance overall IT reliability across technology, people, and processes.

Key Responsibilities

• Own and continually improve the end-to-end Problem Management lifecycle, governance framework, standards, and ITSM platform integration.
• Lead complex, cross-functional investigations and root cause analysis (RCA) activities by convening, directing, and constructively challenging SMEs, service owners, managed service providers (MSPs), and vendors.
• Utilize structured causal analysis techniques (e.g., 5 Whys, fault-tree, Pareto, barrier analysis) to separate hypotheses from evidence and determine true root causes.
• Drive the creation and maintenance of high-quality Known Error records, tested workarounds, and permanent corrective action plans tied to Continual Service Improvement (CSI) initiatives.
• Monitor problem trends and systemic clusters across multi-vendor environments, holding suppliers accountable for timely RCA delivery and remediation validation.
• Provide decision-ready reporting, portfolio trends, and risk insights to executive governance forums using ITSM and analytics tools.

Qualifications

• Bachelor's degree in IT, Computer Science, Engineering, Business, Operations, or a related field (or equivalent experience).
• 7+ years of experience in IT Service Management, Service Operations, Reliability, or Problem Management, including at least 3 years leading cross-functional investigations or RCA activities.
• Current ITIL Foundation certification required; advanced ITIL practice/strategic leadership or specialized RCA certifications (e.g., Kepner-Tregoe, Lean Six Sigma) highly desirable.
• Demonstrated ability to govern multi-vendor/service-integration environments and drive authority through influence without needing direct line-management control.
• Hands-on proficiency with ServiceNow (or a comparable ITSM platform) and reporting tools such as Excel or Power BI.
• Broad technical breadth across applications, infrastructure, cloud, and networks to effectively challenge technical specialists.