Senior Problem Manager

APW Tech; Metro Manila; Vor Ort; PHP 1.200.000 - 2.200.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

ITIL knowledge

Investigation facilitation

Technical breadth

Soft skills

Stakeholder management

Ausbildung

Bachelor’s degree in IT / related field

7+ years in IT service management

Experience leading cross-functional investigations

Experience with data/trend analysis

Tools

ServiceNow

Excel

Power BI

Jobbeschreibung

1. Practice Governance & Problem Identification:

• Own and continually improve Problem Management policy, process, lifecycle, standards, templates and governance cadence, aligned to ADB requirements and recognized ITSM practices.
• Define minimum standards for identification, triage, causal analysis, evidence, documentation, Known Error control and closure; act as ADB’s process/governance lead while directing MSP execution.
• Clarify decision rights and interfaces with Incident, Major Incident, Change, Knowledge, Configuration, Risk and CSI practices; govern use of the ITSM platform.
• Establish reactive and proactive channels to surface potential problems from incidents, degradation, risk data, supplier performance and value leakage.
• Assess and prioritise candidates using service harm, recurrence, risk exposure, financial impact and feasibility; apply proportionate treatment rather than investigating everything.
• Identify systemic clusters, trends and cumulative-harm themes across services, suppliers and value streams.

2. Investigation Leadership & Causal Analysis:

• Lead assigned investigations end to end, establishing a clear problem statement, scope, impact, evidence requirements and review cadence.
• Convene and direct cross-functional investigation teams (SMEs, service/process owners, MSPs, suppliers, risk, security, finance).
• Provide constructive challenge, separating evidence from hypothesis, and drive analysis toward root causes, contributing factors and latent conditions.
• Select and facilitate appropriate techniques (5 Whys, fault-tree, Pareto, timeline, barrier analysis, hypothesis testing).
• Manage actions, dependencies, decisions and escalations so investigations don’t stall across organisational or supplier boundaries.
• Coordinate with Incident/Major Incident Management to capture evidence early while preserving the distinction between restoring service and investigating cause.

3. Records, Supplier Accountability & Reporting:

• Maintain the Problem record as the authoritative, decision-quality source, linked to related incidents, changes, Known Errors, risks and CSI initiatives; protect sensitive information per ADB standards.
• Hold MSPs and suppliers accountable for timely evidence, SME participation and remediation delivery; identify recurring cross-vendor failure patterns.
• Escalate blocked decisions, disputed ownership or overdue remediation through appropriate governance forums.
• Maintain a transparent, prioritised problem portfolio and report trends, quality and realised value to governance stakeholders.
• Apply quality assurance to RCA outputs and closure evidence, and feed lessons learned back into the practice.

4. Deliver measurable outcomes: reduced recurrence and harm, high-quality Known Errors, validated corrective actions, and a controlled, auditable practice.

Requirement and Qualification (Education & Work Experience)

Education and Work Experience

• 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 (not relying solely on personal technical expertise), operating across multi-vendor/service-integration environments, and turning findings into workarounds, Known Errors, corrective actions or CSI initiatives.
• Experience using service-management data and trend analysis to identify and prioritize systemic problems.

Technical Knowledge

• Strong ITIL-aligned Problem Management knowledge (reactive/proactive identification, problem/error control, causal analysis, continual improvement) plus working knowledge of related practices (Incident, Change, Knowledge, Configuration, Asset, Supplier and Service Level Management).
• Advanced investigation and facilitation skills – developing hypotheses, interpreting evidence, mapping causal chains and communicating uncertainty.
• Sufficient technical breadth (applications, infrastructure, cloud, networks) to challenge SMEs without acting as resolver, plus working knowledge of governance, risk, automation and value analysis.

Soft Skills

• Authority through influence – able to convene, direct and challenge senior specialists, owners, MSPs and suppliers without line-management authority.
• Strong facilitation, interviewing, analytical reasoning, negotiation and conflict-resolution skills, with clear communication translating causal analysis into business impact and recommendations for technical and executive audiences.
• Evidence-driven persistence balanced with pragmatism and value-based judgement; able to manage multiple concurrent investigations in a multicultural environment.
• Commitment to blameless learning, accountability, ethics and continuous improvement.

Tools/Software

• Proficiency with ServiceNow (or comparable ITSM platform) and reporting/analytics tools (Excel, Power BI) for decision-ready trend, risk and value reporting.

Certification (if applicable)

• Current ITIL Foundation certification required; advanced ITIL practice/strategic-leadership certification highly desirable.
• RCA, Kepner-Tregoe, Lean Six Sigma, reliability engineering, COBIT, SIAM, risk management, data analytics or ServiceNow training/certification desirable.
• Capability consistent with SFIA Problem Management (PBMG) level 5 (Ensure/Advise), with selected level 6 behaviours where enterprise-wide policy authority or major supplier governance applies.