IT Problem Management Lead

SM Retail; Pasay; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

SM Retail Inc. seeks an IT Problem Management Lead to identify, investigate, and resolve recurring and critical IT issues across an enterprise IT landscape.

You will work with application, infrastructure, network, cloud, and operations teams to identify root causes and implement permanent solutions to prevent incidents. This role combines leadership with hands‑on technical expertise, requiring strong analytical skills, stakeholder management, and the ability to drive service improvements in a

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 12–15 years in IT-related roles with at least 5 years in enterprise IT operations, infrastructure, or service management.
• Experience in large IT shared services organizations or outsourced IT environments.
• Demonstrated experience in Problem Management, RCA, Incident Management, and driving corrective actions.
• Strong ITIL and ITSM process knowledge, especially in Problem and Incident Management.
• Hands-on with ITSM platforms such as ServiceNow and JIRA/MyJIRA.
• Broad IT environment knowledge: servers, Windows/Linux, storage, networking, middleware, virtualization, cloud (AWS/Azure/Google/Alibaba).
• Familiarity with application infrastructure, systems integration, and digital platform availability.

Responsibilities

• Lead and continuously improve the Problem Management process per ITIL guidelines.
• Drive complex problem investigations and RCA for major incidents.
• Oversee end-to-end problem lifecycle: prioritization, investigation, known-errors, workarounds, permanent solutions.
• Identify recurring issues and service risks via incident trend analysis.
• Collaborate with internal teams and external providers to ensure timely resolution and accountability.
• Monitor performance and provide management reports on RCAs and improvements.

Skills

Problem Management

Root Cause Analysis

Incident Management

Stakeholder Management

Analytical Thinking

Education

Bachelor's degree in CS/IT/Engineering

Tools

ServiceNow

JIRA/MyJIRA

AWS

Azure

Google Cloud

Job description

As the IT Problem Management Lead, you will drive the identification, investigation, and resolution of recurring and critical IT issues. You will work closely with application, infrastructure, network, cloud, and operations teams to identify root causes, implement permanent solutions, and prevent incidents from happening again.

This role combines functional leadership with hands-on technical expertise, requiring strong analytical skills, stakeholder management, and the ability to drive service improvements across a complex IT environment.

Key Responsibilities:

• Lead and continuously improve the Problem Management process, ensuring alignment with ITIL best practices and enterprise IT service objectives.
• Drive complex problem investigations and Root Cause Analysis (RCA) for major and recurring IT incidents, working closely with application, infrastructure, network, cloud, and operations teams.
• Oversee the end-to-end problem lifecycle, including problem prioritization, investigation, known-error documentation, workaround management, and implementation of permanent solutions.
• Identify recurring issues and potential service risks through incident trend analysis, proactively driving corrective and preventive actions to improve service reliability and availability.
• Collaborate with internal technology teams, senior stakeholders, and external service providers to ensure timely resolution, clear accountability, and effective service improvement.
• Monitor Problem Management performance, track corrective actions, and provide management reports on recurring incidents, root causes, outstanding issues, and service improvement opportunities.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• At least 12-15 years of experience in IT-related roles, with at least 5 years of experience in enterprise IT operations, infrastructure, application support, or service management.
• At least 5 years of experience working in a large IT shared services organization, enterprise IT department, or outsourced IT service environment.
• Demonstrated experience in Problem Management, Root Cause Analysis, Incident Management, and driving corrective and preventive actions.
• Strong understanding of ITIL frameworks and IT Service Management (ITSM) processes, particularly Problem Management and Incident Management.
• Hands-on experience with ITSM platforms such as ServiceNow and JIRA/MyJIRA.
• Broad technical knowledge of enterprise IT environments, including servers, operating systems (Windows/Linux), storage, networking, middleware, virtualization, and cloud platforms such as AWS, Azure, Google Cloud, or Alibaba Cloud.
• Familiarity with application infrastructure, systems integration, software development environments, and digital platform availability.