Senior IT Problem Management Lead

Adventure Consultancy Solutions Philippines Inc.; Eastern Manila District; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Job summary

Adventure Consultancy Solutions Philippines Inc. is seeking a Senior IT Problem Management Specialist to oversee end-to-end problem investigations, drive RCA activities, and strengthen IT service management and continuous improvement practices.

The role involves coordinating with SMEs, service owners, MSPs, and suppliers, tracking workarounds and remediation actions, and maintaining governance standards in a hybrid setup based in Ortigas Center, Mandaluyong City.

Qualifications

• Bachelor's degree in IT, CS, Engineering, Business, Operations, Data or related field (or equivalent experience).
• 7+ years in IT Service Management, Service Operations, Service Assurance, Reliability, or Problem Management.
• 3+ years leading cross-functional investigations or RCA activities.
• Proven experience managing the end-to-end Problem Management lifecycle.
• ITIL Foundation certification is required; ServiceNow experience is a plus.

Responsibilities

• Coordinate end-to-end problem investigations and facilitate RCA.
• Identify recurring incidents, systemic issues, and operational risks.
• Work with technical SMEs, service owners, managed service providers, and suppliers.
• Track workarounds, Known Errors, corrective actions, and remediation activities.
• Maintain Problem Management processes, records, and governance standards.
• Report investigation findings, trends, risks, and service improvement outcomes.

Skills

Root Cause Analysis

ITIL Knowledge

Cross-functional Collaboration

Data Analysis

Education

Bachelor's degree in IT / CS / Engineering / Business / Operations / Data

Tools

ServiceNow

Excel

Power BI

Job description

Adventure Consultancy Solutions Philippines Inc. is seeking a Senior IT Problem Management Specialist to oversee end-to-end problem investigations, drive RCA activities, and strengthen IT service management and continuous improvement practices.

The role involves coordinating with SMEs, service owners, MSPs, and suppliers, tracking workarounds and remediation actions, and maintaining governance standards in a hybrid setup based in Ortigas Center, Mandaluyong City.