Problem Manager

MicroSourcing International; Taguig; On-site; PHP 800,000 - 1,400,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing in Taguig (BGC) is seeking a seasoned Problem Manager to lead the IT Service Management lifecycle, focusing on identifying, recording, and tracking problems through resolution. You will drive RCA investigations, coordinate with technical teams and vendors, maintain the Known Error Database (KEDB), and analyze trends to improve network and service stability.

The role is onsite at BGC, Taguig with dayshift; MicroSourcing offers healthcare from day one and performance bonuses to

Qualifications

• 5+ years in IT Service Management, specifically Problem Management.
• Deep understanding of ITIL frameworks.
• Experience in Telecommunications or high-availability network environments.
• Proficiency with ITSM tools such as ServiceNow, Jira, or Remed.

Responsibilities

• Lead and facilitate the Problem Management process, ensuring problems are identified, recorded, and tracked through to resolution.
• Coordinate Root Cause Analysis (RCA) investigations after major incidents to identify causes and prevent recurrence.
• Collaborate with technical teams and vendors to implement permanent workarounds and fixes.
• Maintain the Known Error Database (KEDB) for speedy incident resolution by Service Desk teams.
• Analyze incident trends to proactively identify recurring issues and improve long-term stability.

Skills

Analytical skills

Communication & facilitation

ITIL knowledge

Problem-solving

Tools

ServiceNow

Jira

Remed

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Problem Manager

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Problem Manager, you will:

• Lead and facilitate the Problem Management process, ensuring that all problems are identified, recorded, and tracked through to resolution.
• Coordinate Root Cause Analysis (RCA) investigations following major incidents to identify underlying causes and prevent recurrence.
• Collaborate with technical teams and vendors to identify and implement permanent workarounds and structural fixes.
• Maintain the Known Error Database (KEDB) to provide Service Desk and Support teams with up-to-date knowledge for faster incident resolution.
• Analyze incident trends to proactively identify recurring issues and initiate problem records to improve long-term network and service stability.

What You Need

Non-negotiables

• At least 5 years of experience in IT Service Management (ITSM), specifically in Problem Management.
• Deep understanding of ITIL frameworks
• Proven experience in a Telecommunications or high-availability network environment.
• Strong analytical skills with the ability to correlate complex data sets from various monitoring tools.
• Excellent communication and facilitation skills, with the ability to lead technical bridge calls and stakeholder briefings.
• Proficiency in ITSM tools such as ServiceNow, Jira, or Remed.

Preferred Skills/expertise

• Familiarity with Cloud infrastructure and virtualized network functions (VNF).
• Technical background in Network Engineering or Systems Administration.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply