Senior Problem Management Lead — ITSM & RCA

APW Tech; Metro Manila; Presencial; PHP 1.200.000 - 2.200.000; Jornada completa

Descripción de la vacante

APW Tech in Metro Manila is seeking an experienced ITSM professional to lead Practice Governance & Problem Identification, Investigation Leadership, Records management and reporting. The role focuses on improving Problem Management lifecycle, incident coordination, and multi-vendor governance to reduce recurrence and harm.

You will coordinate cross-functional teams, drive root-cause analysis, and ensure evidence-driven remediation while maintaining risk- and value-focused governance across IT

Formación

• Bachelor’s degree in IT, computer science, engineering, business, operations, risk, data or related field (or equivalent experience).
• 7+ years in IT service management, service operations, assurance, reliability or problem management, including 3+ years leading cross-functional investigations or RCA activities.
• Proven experience governing the end-to-end Problem Management lifecycle by coordinating SMEs across multi-vendor environments.
• Experience using service-management data and trend analysis to identify and prioritize systemic problems.

Responsabilidades

• Own and continually improve Problem Management policy, process, lifecycle, standards, templates and governance cadence.
• Define minimum standards for identification, triage, causal analysis, evidence, documentation, Known Error control and closure.
• Clarify decision rights and interfaces with Incident, Change, Knowledge, Configuration, Risk and CSI practices; govern ITSM platform use.
• Establish channels to surface potential problems from incidents, degradation, risk data and supplier performance.
• Assess and prioritise candidates using harm, recurrence, risk, financial impact and feasibility; apply proportionate treatment.
• Identify systemic clusters, trends and cumulative-harm themes across services and suppliers.
• Lead investigations end to end with clear scope, impact, evidence requirements and cadence.
• Convene cross-functional investigation teams; manage actions and escalations across boundaries.
• Provide evidence-based causal analysis and drive root causes and corrective actions.
• Coordinate with Incident Management to capture evidence early while distinguishing restoration from root-cause analysis.
• Maintain the Problem record linked to incidents, changes, known errors, risks and CSI initiatives.

Conocimientos

ITIL knowledge

Investigation facilitation

Technical breadth

Soft skills

Stakeholder management

Educación

Bachelor’s degree in IT / related field

7+ years in IT service management

Experience leading cross-functional investigations

Experience with data/trend analysis

Herramientas

ServiceNow

Excel

Power BI

Descripción del empleo

APW Tech in Metro Manila is seeking an experienced ITSM professional to lead Practice Governance & Problem Identification, Investigation Leadership, Records management and reporting. The role focuses on improving Problem Management lifecycle, incident coordination, and multi-vendor governance to reduce recurrence and harm.

You will coordinate cross-functional teams, drive root-cause analysis, and ensure evidence-driven remediation while maintaining risk- and value-focused governance across IT