IT Problem Management & RCA Specialist

ALORICA TELESERVICES, INC.; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

ALORICA TELESERVICES, INC. is seeking a Problem Management Analyst to lead identification, investigation, analysis, and resolution of high-impact IT problems.

This role drives root cause analysis (RCA), coordinates cross-functional teams, manages problem records, and ensures permanent corrective actions are implemented to reduce service disruptions and improve operational stability. You will work with Incident Management, Change Management, Service Owners, and engineering teams to deliver RCA

Qualifications

• Bachelor's degree in IT or related field required or preferred.
• Minimum 2 years of IT service management or problem management experience.
• Strong analytical, communication, and facilitation skills.

Responsibilities

• Own and manage lifecycle of high-priority and recurring problem records.
• Lead RCA investigations using methodologies and document findings.
• Coordinate with cross-functional teams to implement corrective actions.
• Produce executive RCA reports with findings, risks, and recommendations.
• Monitor backlog and drive timely problem resolution and service improvements.
• Present status, risks, and action plans to leadership and stakeholders.

Skills

ITIL Problem Management

Root Cause Analysis (RCA)

Stakeholder Management

Data analysis

ServiceNow

MS Office Suite (Excel/PowerPoint/Word

Cross-functional coordination

Problem lifecycle management

Education

Bachelor's in Information Technology

Bachelor's in Computer Science

Tools

ServiceNow

Microsoft Office Suite

Job description

ALORICA TELESERVICES, INC. is seeking a Problem Management Analyst to lead identification, investigation, analysis, and resolution of high-impact IT problems.

This role drives root cause analysis (RCA), coordinates cross-functional teams, manages problem records, and ensures permanent corrective actions are implemented to reduce service disruptions and improve operational stability. You will work with Incident Management, Change Management, Service Owners, and engineering teams to deliver RCA