IT Problem Management Analyst: RCA & Service Reliability

Alorica; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Alorica is seeking a Problem Management Analyst to lead identification, investigation, and resolution of recurring IT problems. You will drive root cause analysis, coordinate cross-functional teams, and ensure permanent corrective actions are implemented to improve service stability.

The analyst works with Incident, Change, Service Owners, engineering, and business stakeholders. You will work with cross-functional teams to track RCA findings, actions, and service improvements, and help reduce

Qualifications

• 2+ years of experience in IT Service Management, IT Operations, Incident Management, or Problem Management.
• Strong knowledge of ITIL Problem Management principles, RCA, and known error management.
• Experience coordinating cross-functional investigations and driving corrective actions.
• Proficient in ServiceNow reporting and basic data analysis.
• Able to communicate findings clearly to technical and business stakeholders.

Responsibilities

• Own and manage lifecycle of high-priority and recurring problem records.
• Conduct trend analysis to identify underlying issues impacting services.
• Lead RCA sessions and coordinate corrective actions across teams.
• Document known errors and workarounds; track backlogs and progress.
• Present findings and recommendations to leadership and stakeholders.

Skills

ITIL

Problem Management

Root Cause Analysis

Cross-functional coordination

Stakeholder management

Data analysis

Communication

Leadership

Education

Bachelor's degree in Information Technology

Computer Science

Related field

Tools

ServiceNow

Microsoft Office Suite

Job description

Alorica is seeking a Problem Management Analyst to lead identification, investigation, and resolution of recurring IT problems. You will drive root cause analysis, coordinate cross-functional teams, and ensure permanent corrective actions are implemented to improve service stability.

The analyst works with Incident, Change, Service Owners, engineering, and business stakeholders. You will work with cross-functional teams to track RCA findings, actions, and service improvements, and help reduce