IT Problem & Service Reliability Leader

APW Tech; Metro Manila; Híbrido; PHP 1.200.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work setup

3 days onsite per week

Descripción de la vacante

APW Tech is seeking an experienced IT Problem Manager to lead enterprise‑wide problem management, identify root causes, and drive long‑term improvements across technology, processes, vendors, and operations.

You will facilitate RCA workshops, govern problem investigations, and coordinate with Incident, Change, Knowledge, Risk, and Service Management teams to reduce recurring issues and boost service quality. Ortigas, Pasig City, hybrid setup with 3 days onsite per week.

Formación

• Bachelor's degree in IT/CS/Engineering, Business, Operations or Risk Management.
• Minimum 7 years in IT Service Management, Service Operations, Reliability Engineering, Problem Management, or IT Operations.
• At least 3 years leading RCA investigations and cross-functional problem resolution.
• Experience in multi-vendor or enterprise IT environments.

Responsabilidades

• Lead and continuously improve the Problem Management practice.
• Identify recurring service issues, trends, and systemic risks.
• Lead complex root cause investigations across apps, infra, cloud, networks, vendors, and support teams.
• Facilitate RCA workshops using 5 Whys, FTA, Pareto, and timeline analyses.
• Develop corrective actions, workarounds, and Known Error records.
• Coordinate with Incident, Change, Knowledge, Risk, and Service Management teams to reduce recurring issues.
• Produce trend analyses, executive reports, and service improvement recommendations.

Conocimientos

ITIL-based Problem Management

Incident Management

Major Incident Management

Change Management

Knowledge Management

Configuration Management

Service Level Management

Service Improvement Programs

Risk and Governance Frameworks

Educación

Bachelor's Degree in IT/CS/Engineering/Business/Operations/Risk Management

ITIL Foundation Certification

Kepner-Tregoe / Lean Six Sigma / COBIT / SIAM (preferred)

Herramientas

ServiceNow

ITSM Platforms

Microsoft Excel

Power BI

Reporting and Analytics Tools

Descripción del empleo

APW Tech is seeking an experienced IT Problem Manager to lead enterprise‑wide problem management, identify root causes, and drive long‑term improvements across technology, processes, vendors, and operations.

You will facilitate RCA workshops, govern problem investigations, and coordinate with Incident, Change, Knowledge, Risk, and Service Management teams to reduce recurring issues and boost service quality. Ortigas, Pasig City, hybrid setup with 3 days onsite per week.