IT Problem Management Lead: Drive Root-Cause & Resilience

SM Retail Inc.; 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

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