IT Problem & Service Reliability Manager

APW Tech; Metro Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

3 days onsite per week

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

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

ITIL Foundation Certification

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

Tools

ServiceNow

ITSM Platforms

Microsoft Excel

Power BI

Reporting and Analytics Tools

Job description

Drive Service Stability, Prevent Recurring Issues, and Improve Enterprise IT Operations

We are looking for an experienced IT Problem Manager to lead enterprise-wide Problem Management practices and drive the identification, investigation, and resolution of recurring IT service issues.

This role is ideal for professionals who excel at uncovering root causes, leading cross-functional investigations, and driving long-term improvements across technology, processes, vendors, and operations. Rather than serving as the technical resolver, you will act as the facilitator, investigator, and governance lead, ensuring that problems are properly analyzed, corrective actions are implemented, and service quality continually improves.

What You'll Do

Problem Management & Governance

• Lead and continuously improve the Problem Management practice.

• Establish governance, standards, processes, and reporting for problem investigations.

• Identify recurring service issues, trends, and systemic risks across IT environments.

• Prioritize investigations based on business impact, risk, service disruption, and recurring incidents.

Root Cause Analysis & Investigation Leadership

• Lead complex root cause investigations across applications, infrastructure, cloud, networks, vendors, and support teams.

• Facilitate RCA workshops using techniques such as:

  • 5 Whys

  • Fault Tree Analysis

  • Pareto Analysis

  • Timeline Analysis

• Drive accountability across stakeholders and ensure investigations maintain momentum.

Service Improvement & Risk Reduction

• Develop and track corrective actions, workarounds, and Known Error records.

• Ensure remediation plans are implemented and validated.

• Partner with Incident, Change, Knowledge, Risk, and Service Management teams to reduce recurring issues.

• Identify opportunities for Continual Service Improvement (CSI).

Stakeholder & Vendor Management

• Coordinate with technical SMEs, service owners, managed service providers, and vendors.

• Challenge assumptions, validate evidence, and maintain investigation quality standards.

• Escalate unresolved issues, ownership gaps, and overdue remediation actions.

Reporting & Analytics

• Maintain accurate problem records and investigation documentation.

• Produce trend analysis, executive reports, and service improvement recommendations.

• Measure business value through reduction of incident recurrence, service impact, and operational risks.

What We're Looking For

Required Qualifications

• Bachelor's Degree in IT, Computer Science, Engineering, Business, Operations, Risk Management, or a related field.

• Minimum 7 years of experience in IT Service Management, Service Operations, Reliability Engineering, Problem Management, or IT Operations.

• At least 3 years leading Root Cause Analysis (RCA) investigations and cross-functional problem resolution activities.

• Experience working within multi-vendor or enterprise IT environments.

Technical Knowledge

• 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

Tools & Platforms

• ServiceNow (preferred)

• ITSM Platforms

• Microsoft Excel

• Power BI

• Reporting and Analytics Tools

Preferred Certifications

• ITIL Foundation (Required)

• Advanced ITIL Certifications

• Kepner-Tregoe Problem Solving

• Lean Six Sigma

• COBIT

• SIAM

• ServiceNow Certification

• Risk Management Certifications

What Makes You Successful

Exceptional facilitation and stakeholder management skills

Strong analytical and root-cause investigation capabilities

Ability to influence without direct authority

Excellent communication with both technical and executive stakeholders

Data-driven decision making and prioritization skills

Passion for continuous improvement and operational excellence

Ortigas, Pasig City
Hybrid Work Setup (3 Days Onsite per Week)
Day Shift | 8:00 AM – 5:00 PM