Senior Problem Manager

Datamatics; Metro Manila; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Datamatics in the Philippines seeks a seasoned IT Service Management professional focused on Problem Management. You will oversee reactive and proactive problem activities, coordinate RCA studies, and drive continual improvements across its IT services.

The role requires strong ITIL expertise, broad technical knowledge across applications and infrastructure, and the ability to challenge SMEs while delivering actionable actions to reduce incidents and improve service reliability.

Qualifications

• Years in IT service management with 3+ years in problem management.
• Experience leading cross-functional investigations or RCAs.
• Ability to use service-management data and trend analysis for prioritization.

Responsibilities

• Coordinate SMEs across multi-vendor environments to drive end-to-end problem management.
• Translate findings into workarounds, Known Errors, and corrective actions.
• Identify systemic problems using data trends and initiate CSI initiatives.

Skills

ITIL PM knowledge

Investigation facilitation

Cross-functional coordination

Job description

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.