Senior Problem Manager

APW Tech; Eastern Manila District; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

APW Tech in the Philippines seeks an experienced Problem Manager to lead IT Problem Management operations, driving RCAs, coordinating with vendors and service owners, and implementing corrective actions to prevent incidents and improve service reliability. The role requires ITIL Foundations, strong analytics, and hands-on use of ITSM tools such as ServiceNow, Excel, and Power BI.

You will establish governance, monitor remediation progress, and report trends to leadership while ensuring

Qualifications

• Bachelor's degree in IT, CS, Engineering, Business, or related field.
• 7+ years in ITSM / Service Operations or Problem Management.
• 3+ years leading cross-functional investigations or RCAs.
• ITIL Foundations Certification required.
• Experience with multi-vendor environments and coordinating with technical teams.
• Hands-on with ServiceNow or other ITSM platforms.
• Proficiency in Excel, Power BI or similar tools.

Responsibilities

• Establish and manage Problem Management policies, processes, and governance standards.
• Lead end-to-end investigations and Root Cause Analysis (RCA) for recurring and potential IT issues.
• Coordinate with technical teams, service owners, SMEs, and external suppliers to identify underlying causes.
• Develop and manage workarounds, Known Error records, and corrective action plans.
• Monitor remediation activities and ensure timely resolution and validation of corrective actions.
• Analyze IT service data and trends to identify recurring issues and improvement opportunities.
• Manage Problem Management records, reports, and governance updates.
• Drive continuous service improvement and ensure accountability across teams and suppliers.

Skills

IT Service Management

Problem Management

Root Cause Analysis

Leadership

Stakeholder management

Multi-vendor coordination

Education

Bachelor's degree in IT, CS, Engineering, Business, or related field

Tools

ServiceNow

Excel

Power BI

Job description

About the role

We are looking for an experienced Problem Manager to lead and govern IT Problem Management operations. The role focuses on identifying recurring IT issues, leading root cause investigations, coordinating with technical teams and suppliers, and implementing corrective actions to prevent future incidents and improve service reliability.

Key responsibilities

• Establish and manage Problem Management policies, processes, and governance standards.
• Lead end-to-end investigations and Root Cause Analysis (RCA) for recurring and potential IT issues.
• Coordinate with technical teams, service owners, SMEs, and external suppliers to identify underlying causes.
• Develop and manage workarounds, Known Error records, and corrective action plans.
• Monitor remediation activities and ensure timely resolution and validation of corrective actions.
• Analyze IT service data and trends to identify recurring issues and improvement opportunities.
• Manage Problem Management records, reports, and governance updates.
• Drive continuous service improvement and ensure accountability across teams and suppliers.

About you

• Bachelor's degree in IT, Computer Science, Engineering, Business, or a related field.
• At least 7 years of experience in IT Service Management, Service Operations, or Problem Management.
• At least 3 years of experience leading cross-functional investigations or Root Cause Analysis (RCA).
• Strong knowledge of ITIL-aligned Problem Management processes.
• Experience handling multi-vendor environments and coordinating with technical teams and stakeholders.
• Hands-on experience with ServiceNow or other ITSM platforms.
• Proficiency in Excel, Power BI, or similar reporting and analytics tools.
• Strong leadership, analytical, facilitation, and stakeholder management skills.
• ITIL Foundation Certification is required.
• Advanced ITIL certification, RCA, Lean Six Sigma, COBIT, SIAM, or ServiceNow certifications preferred.