Problem Management Officer

PJ Lhuillier Group of Companies; Makati; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

PJ Lhuillier Group of Companies is seeking a Problem Management professional to own the end‑to‑end lifecycle, drive root cause analysis, and minimize incident impact. You will log, categorize, and track problems, develop known error records, and collaborate with Incident Management to tackle recurring issues.

The ideal candidate has 3–5 years in IT service operations, strong ITIL knowledge, and advanced Excel/Office skills, with excellent communication and stakeholder management abilities.

Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• 3–5 years of experience in Problem Management, IT Service Management, Major Incident Management, or a related IT operations role.
• Working knowledge of ITIL principles and Problem Management practices.
• Experience in RCA facilitation, trend analysis, incident/problem reporting and corrective action tracking.
• Advanced Excel Skills, Word, PowerPoint, MS-Visio, and Copilot; strong communication and relationship management.

Responsibilities

• Own and manage the end‑to‑end Problem Management process in alignment with ITIL best practices.
• Ensure problems are correctly logged, categorized, prioritized, and tracked.
• Ensure timely resolution of problems and track progress against agreed targets.
• Develop and maintain Known Error records and workarounds.
• Lead root cause analysis (RCA) activities (sessions/calls).
• Collaborate closely with Incident Management to identify recurring and high‑impact incidents.

Skills

RCA

ITIL

Communication

Trend analysis

Incident mgmt

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Excel

Word

PowerPoint

Visio

Copilot

Job description

The position is responsible for managing the lifecycle of all problems to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented. This role focuses on root cause analysis, trend identification, and driving permanent corrective actions, ensuring service stability and continuous improvement across the organization.

Job Responsibilities

• Own and manage the end‑to‑end Problem Management process in alignment with ITIL best practices.
• Ensure problems are correctly logged, categorized, prioritized, and tracked.
• Ensure timely resolution of problems and track progress against agreed targets.
• Develop and maintain Known Error records and workarounds.
• Lead root cause analysis (RCA) activities (sessions/calls)
• Collaborate closely with Incident Management to identify recurring and high‑impact incidents.

Job Qualifications

• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience
• At least 3-5 years of experience in Problem Management, IT Service Management, Major Incident Management, or a related IT operations role
• Working knowledge of ITIL principles and Problem Management practices
• Experience in RCA facilitation, trend analysis, incident/problem reporting and corrective action tracking.
• Advanced Excel Skills, work experience in Word, PowerPoint, MS-Visio, and Copilot
• Strong communication, presentation, and relationship management skills