Senior IT Problem Management Specialist

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

Senior IT Problem Management Specialist

Ortigas Center, Mandaluyong City | Hybrid - 3 days onsite
Monday-Friday, 8:00 AM-5:00 PM
1-year engagement, subject to extension

About the Role

Our client is looking for a Senior IT Problem Management Specialist to coordinate problem investigations, facilitate Root Cause Analysis (RCA), and strengthen IT service management and continuous improvement practices.

Key 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.

Core Requirements

• Bachelor's degree in IT, Computer Science, Engineering, Business, Operations, Risk, Data, or a related field; equivalent experience may be considered.
• 7+ years in IT Service Management, Service Operations, Service Assurance, Reliability, or Problem Management.
• 3+ years leading cross-functional investigations or Root Cause Analysis activities.
• Proven experience managing the end-to-end Problem Management lifecycle.
• Strong knowledge of ITIL-aligned Problem Management and related ITSM practices.
• Experience with ServiceNow or a comparable ITSM platform.
• Proficiency in Excel and/or Power BI.
• Current ITIL Foundation certification - required.

RCA, Kepner-Tregoe, Lean Six Sigma, COBIT, SIAM, or ServiceNow certifications are an advantage.