Problem Management Engineer - Network

Hammerjack Pty Ltd; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCS, part of the Singtel Group, seeks a Problem Engineer in the Philippines to support Singtel Philippines and collaborate with Singapore operations. You will analyze recurring incidents, perform root cause analysis, and drive lasting solutions while coordinating with cross-functional teams.

Ideal candidates bring Telco network experience, strong analytical skills, and familiarity with ITSM tools. Opportunities include process improvements and incident KPI tracking within a regional team.

Qualifications

• Experience supporting Telco or large enterprise-scale networks.
• Strong grasp of LAN/WAN, TCP/IP, and security fundamentals.
• Exposure to routing, switching, MPLS IPVPN, BGP/OSPF and related protocols.
• Familiarity with Cisco/Junos/Fortinet products.
• Exposure to SD-WAN technologies (e.g., Silver Peak, Cisco SD-WAN).
• Up to 3 years in a problem management role in IT/telecom.
• Certifications such as CCNA/CCNP/JNCIA are valued.
• Lean Six Sigma or Kepner-Tregoe knowledge is a plus.
• Analytical mindset for complex issues and proactive improvements.
• Ability to coordinate stakeholders and present analyses with Excel/BI tools.
• Experience with ITSM tools like ServiceNow or BMC Remedy.

Responsibilities

• Detect and log problems by analysing recurring incidents and major incidents.
• Perform root cause analysis using established methodologies.
• Collaborate with cross-functional teams to investigate and resolve problems.
• Propose and drive workarounds or permanent solutions.
• Conduct trend analysis to identify patterns and prevent incidents.
• Maintain KEDB and create knowledge articles.
• Participate in process improvements and automation opportunities.
• Perform audits and lead critical problem investigations as required.
• Track and report Problem Management KPIs and metrics.

Skills

Telco networks

Networking fundamentals

Routing & switching

Networking devices

SD-WAN

Problem management exp

Problem management knowledge

Lean Six Sigma

Analytical mindset

Stakeholder leadership

Communication

Education

CCNA/CCNP/JNCIA certification

Tools

MS Excel

Power BI

Tableau

ServiceNow

BMC Remedy

Job description

With 15,000 talented professionals across the Asia Pacific, NCS is a leading AI Tech Services company that empowers clients with cutting-edge platforms, AI expertise, and digital resilience. We work across diverse industries, partnering with a robust ecosystem of global allies to transform technology services delivery and create real business impact.

As a proud subsidiary of the Singtel Group, NCS combines innovation with scale, bringing together the best of both worlds to serve our clients and drive meaningful change.

Are you ready to make an impact that spans borders

We're seeking Problem Engineers to join Singtel Philippines while providing critical support to Singtel Singapore operations. This is your chance to be part of a regional team that connects people, businesses, and communities across the Singtel Group.

About the role:

Your day-to-day responsibilities:

• Detect and log problems by analysing recurring incidents and major incidents.
• Perform root cause analysis using established methodologies and tools (e.g., 5 Whys, Fishbone Diagram, Kepner-Tregoe).
• Collaborate with cross-functional teams to investigate and resolve problems effectively.
• Propose and drive the implementation of workarounds or permanent solutions.
• Conduct trend analysis to identify patterns and proactively prevent future incidents.
• Maintain the Known Error Database (KEDB) and create knowledge articles to aid support teams.
• Participate in process improvement initiatives and drive automation opportunities.
• Perform audits and lead critical problem investigations as required by the organization.
• Track and report all Problem Management-related KPIs and metrics.

What you'll bring:

• Proven experience in supporting Telco or large enterprise-scale network infrastructures environments.
• Strong understanding of networking fundamentals (LAN/WAN, Routing/Switching, TCP/IP, Network Security).
• Exposure to Telco and Enterprise domains like routing and switching, MPLS IPVPN, Cloud Connect Solution, BGP, OSPF and related protocols.
• Familiar with networking solutions and products from Cisco, Juniper, Fortinet, and others.
• Exposure to at least one SD-WAN technologies, such as Silverpeak, Cisco SD-WAN, VeloCloud, or Fortinet.
• Up to 3 years experience in a problem management role within a major IT or telecommunications organization.
• Strong technical knowledge and attitude to catch up on problem management related areas can be considered as a substitute to Problem Management Experience
• CCNA/CCNP/JNCIA or other equivalent certification.
• Problem Solving skillset (e.g., Lean Six Sigma, Kepner & Tregoe certifications) will be an added advantage
• Solid analytical mindset with the ability to navigate complex technical and process related issues.
• Ability to lead and coordinate diverse stakeholders effectively.
• Able to present analysis using various tools (e.g., MS Excel, Power BI, Tableau).
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy)
• Effective communication and presentation skills.