Problem Manager

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

Select how often (in days) to receive an alert:

Location: Philippines, 00, PH

Profile: Methodologies

Required experience:

Working mode:

Role: T III

Job Description:

• 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 or KEDB for accuracy and usability
• Collaborate with Change Management to ensure effective implementation of resolutions
• Ensure problems are resolved within agreed SLA timelines
• Monitor KPIs including mean time to identify root cause, mean time to resolve problems, reduction in recurring incidents, percentage of problems resolved within SLA, accuracy and utilization of KEDB, and implementation of preventive measures
• Influence counterparts and stakeholders to adopt best practices in Problem Management and drive alignment across teams
• Drive continuous improvement initiatives to enhance service stability and reduce incident volume

Comments Degree:

• Bachelors degree in IT, Computer Science, or related field, ITIL certification is an advantage
• 5 to 8 years of IT Service Management experience with solid focus on Problem Management
• Strong knowledge of ITIL processes and ability to integrate with Incident, Change, and Knowledge Management
• Proficiency in Root Cause Analysis techniques and experience guiding teams through RCA sessions
• Demonstrated success in reducing recurring incidents and improving SLA and KPI performance
• Hands on experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management
• Strong communication and facilitation skills with ability to influence stakeholders and collaborate across teams
• Analytical mindset with ability to interpret incident trends and drive actionable improvements
• Experience contributing to continuous improvement initiatives and supporting adoption of automation or process enhancements