Problem Management Lead — RCA, ITIL & SLA Excellence

Indra Group; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Indra Group in Philippines seeks a seasoned IT Service Management professional to own the full Problem Management lifecycle, lead RCA sessions, and track preventive measures. The role requires strong analytics, cross-functional collaboration, and deep ITIL knowledge to reduce recurring incidents and improve SLA/KPI performance.

The candidate will work with tools like ServiceNow, Remedy, or Jira Service Management and influence stakeholders to adopt best practices while driving continuous service

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• 5–8 years of IT Service Management experience with focus on Problem Management.
• ITIL knowledge and ability to integrate with Incident, Change, and Knowledge Management.
• Proficiency in RCA techniques and guiding teams through RCA sessions.
• Experience reducing recurring incidents and improving SLA/KPI performance.
• Hands-on with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.

Responsibilities

• Own and manage the full Problem Management lifecycle from identification to resolution and closure.
• Lead Root Cause Analysis sessions with cross-functional teams and document action plans.
• Track and verify implementation of preventive measures to eliminate recurring incidents.
• Analyze incident data to identify systemic issues, trends, and improvement opportunities.
• Maintain and update the Known Error Database (KEDB) for accuracy and usability.
• Collaborate with Change Management to ensure effective resolutions.
• Ensure problems are resolved within agreed SLA timelines.
• Monitor KPIs like MTTR, recurrence reduction, SLA adherence, and KEDB usage.
• Influence stakeholders to adopt best practices and drive alignment.
• Drive continuous improvement to enhance service stability and reduce incident volume.

Skills

Root Cause Analysis

ITSM Tools

Stakeholder Influence

Data Analysis

Process Improvement

Cross-functional Collaboration

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Indra Group in Philippines seeks a seasoned IT Service Management professional to own the full Problem Management lifecycle, lead RCA sessions, and track preventive measures. The role requires strong analytics, cross-functional collaboration, and deep ITIL knowledge to reduce recurring incidents and improve SLA/KPI performance.

The candidate will work with tools like ServiceNow, Remedy, or Jira Service Management and influence stakeholders to adopt best practices while driving continuous service