Problem Manager

MicroSourcing; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

MicroSourcing in Taguig, Philippines is hiring a Problem Manager onsite (dayshift) at BGC, Taguig. The role leads the IT service management Problem process, coordinating cross-functional teams to ensure problems are identified and tracked to resolution.

You will perform RCA investigations after major incidents, work with vendors to implement permanent fixes, maintain the Known Error Database (KEDB), and analyze incident trends to prevent recurrence, improving network and service stability.

Qualifications

• 5+ years in ITSM, with focus on Problem Management.
• Strong ITIL knowledge.
• Experience in telecom or high-availability networks.
• Excellent analytical and facilitation skills.

Responsibilities

• Lead and manage the Problem Management process end-to-end.
• Coordinate Root Cause Analysis (RCA) investigations after major incidents.
• Collaborate with technical teams and vendors to implement permanent fixes.
• Maintain the Known Error Database (KEDB) for faster incident resolution.
• Analyze incident trends to prevent recurrence and improve stability.

Skills

ITSM

ITIL

Telecommunications

Analytical skills

Communication

Problem Management

ServiceNow

Jira

Remed

Tools

ServiceNow

Jira

Remed

Job description

Position: Problem Manager

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Responsibilities

• 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.

Qualifications

• 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.