Problem Manager: ITSM & RCA Leader

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

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.
  
  

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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