Problem Management Lead – IT Service Excellence

China Bank Group; Makati; On-site; PHP 1,800,000 - 2,100,000; Full time

Job summary

China Bank Group is seeking a Problem Management Unit Head to oversee day-to-day Problem Management activities, ensuring high-quality IT support services and prompt resolution of issues to prevent recurrence.

The role requires coordinating with Service Desk and support units, driving root cause analysis, and implementing permanent solutions or workarounds when necessary. Strong process discipline and communication are essential.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 8+ years in IT Service Management or Support Operations.

Responsibilities

• Develop, document and refine Problem Management processes to enhance efficiency and effectiveness.
• Manage the lifecycle of all problems within the organization, ensuring logs and updates until resolution.
• Conduct thorough investigations to determine root causes and drive RCA calls with multiple support units.
• Collaborate with multiple support units to identify permanent solutions or workarounds.
• Ensure analyses of incident trends and measures for incident reduction.
• Perform Problem Manager functions as required.

Skills

ITIL knowledge

Communication skills

Analytical thinking

Team collaboration

Process improvement

Education

Bachelor's degree

Tools

ServiceNow

ITSM tools

Job description

China Bank Group is seeking a Problem Management Unit Head to oversee day-to-day Problem Management activities, ensuring high-quality IT support services and prompt resolution of issues to prevent recurrence.

The role requires coordinating with Service Desk and support units, driving root cause analysis, and implementing permanent solutions or workarounds when necessary. Strong process discipline and communication are essential.