IT Problem Manager — RCA Lead & ITIL Expert

MicroSourcing International; Taguig; Sur place; PHP 800 000 - 1 400 000; Plein temps

Avantages offerts par ce poste

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Résumé du poste

MicroSourcing in Taguig (BGC) is seeking a seasoned Problem Manager to lead the IT Service Management lifecycle, focusing on identifying, recording, and tracking problems through resolution. You will drive RCA investigations, coordinate with technical teams and vendors, maintain the Known Error Database (KEDB), and analyze trends to improve network and service stability.

The role is onsite at BGC, Taguig with dayshift; MicroSourcing offers healthcare from day one and performance bonuses to

Qualifications

• 5+ years in IT Service Management, specifically Problem Management.
• Deep understanding of ITIL frameworks.
• Experience in Telecommunications or high-availability network environments.
• Proficiency with ITSM tools such as ServiceNow, Jira, or Remed.

Responsabilités

• Lead and facilitate the Problem Management process, ensuring problems are identified, recorded, and tracked through to resolution.
• Coordinate Root Cause Analysis (RCA) investigations after major incidents to identify causes and prevent recurrence.
• Collaborate with technical teams and vendors to implement permanent workarounds and fixes.
• Maintain the Known Error Database (KEDB) for speedy incident resolution by Service Desk teams.
• Analyze incident trends to proactively identify recurring issues and improve long-term stability.

Connaissances

Analytical skills

Communication & facilitation

ITIL knowledge

Problem-solving

Outils

ServiceNow

Jira

Remed

Description du poste

MicroSourcing in Taguig (BGC) is seeking a seasoned Problem Manager to lead the IT Service Management lifecycle, focusing on identifying, recording, and tracking problems through resolution. You will drive RCA investigations, coordinate with technical teams and vendors, maintain the Known Error Database (KEDB), and analyze trends to improve network and service stability.

The role is onsite at BGC, Taguig with dayshift; MicroSourcing offers healthcare from day one and performance bonuses to