End-to-End Problem Manager — RCA & Service Improvement

Converge ICT Solutions Inc.; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking a seasoned Problem Manager to lead the end-to-end problem lifecycle, drive RCAs, and reduce incident volume. You will coordinate with vendors and cross-functional teams to implement permanent fixes and improve IT services.

The role requires 5+ years in ITSM with 3+ years in problem management, strong analytical skills, and excellent stakeholder communication. Experience with JIRA Service Management is preferred.

Qualifications

• Bachelor's degree in IT, Engineering, or related field.
• Minimum 5 years in IT Service Management, including 3 years in a Problem Manager role.
• Proven RCA and incident trend analysis experience.
• Experience coordinating with vendors and cross-functional technical teams.

Responsibilities

• Log, validate, and prioritize problem records in ITSM (e.g., JIRA).
• Manage end-to-end problem resolution lifecycle.
• Coordinate with SMEs and vendors for RCA and fixes.
• Ensure permanent fixes follow change management processes.
• Lead post-incident reviews and document RCAs.
• Maintain knowledge base and SOPs.
• Identify recurring issues and drive service improvement plans.
• Track KPIs and report insights to IT leadership.
• Chair weekly/monthly Problem Management meetings and manage escalations.
• Provide training on problem management processes and governance.

Skills

Analytical thinking

Problem solving

Stakeholder engagement

Effective communication

Cross-functional leadership

Process improvement

Education

Bachelor's degree in IT/Engineering

Tools

JIRA Service Management

Job description

Converge ICT Solutions Inc. is seeking a seasoned Problem Manager to lead the end-to-end problem lifecycle, drive RCAs, and reduce incident volume. You will coordinate with vendors and cross-functional teams to implement permanent fixes and improve IT services.

The role requires 5+ years in ITSM with 3+ years in problem management, strong analytical skills, and excellent stakeholder communication. Experience with JIRA Service Management is preferred.