Senior Problem Manager

Converge ICT Solutions Inc.; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking a seasoned Problem Manager to lead the end-to-end problem lifecycle, drive RCAs, and reduce incident volume. You will coordinate with vendors and cross-functional teams to implement permanent fixes and improve IT services.

The role requires 5+ years in ITSM with 3+ years in problem management, strong analytical skills, and excellent stakeholder communication. Experience with JIRA Service Management is preferred.

Qualifications

• Bachelor's degree in IT, Engineering, or related field.
• Minimum 5 years in IT Service Management, including 3 years in a Problem Manager role.
• Proven RCA and incident trend analysis experience.
• Experience coordinating with vendors and cross-functional technical teams.

Responsibilities

• Log, validate, and prioritize problem records in ITSM (e.g., JIRA).
• Manage end-to-end problem resolution lifecycle.
• Coordinate with SMEs and vendors for RCA and fixes.
• Ensure permanent fixes follow change management processes.
• Lead post-incident reviews and document RCAs.
• Maintain knowledge base and SOPs.
• Identify recurring issues and drive service improvement plans.
• Track KPIs and report insights to IT leadership.
• Chair weekly/monthly Problem Management meetings and manage escalations.
• Provide training on problem management processes and governance.

Skills

Analytical thinking

Problem solving

Stakeholder engagement

Effective communication

Cross-functional leadership

Process improvement

Education

Bachelor's degree in IT/Engineering

Tools

JIRA Service Management

Job description

Leads the end-to-end Problem Management process, ensuring the identification, investigation, and resolution of recurring issues, reduction of incident volume

Qualifications

Qualifications & Experience

• Bachelor's degree in IT, Engineering, or related field
• Minimum 5 years in IT Service Management, with at least 3 years in a Problem Manager role- Proven experience in Root Cause Analysis (RCA), incident trend analysis, and permanent fix implementation- Familiarity with enterprise IT architecture (applications, infrastructure, platforms)- Experience in coordinating with vendors and cross-functional technical teams

Certifications (Preferred)

• ITIL v3 or v4 (Intermediate or Expert preferred)
• ISO 20000 / ISO 27001 awareness or implementation experience
• Agile, PRINCE2, or PMP (a plus)

Skills & Competencies

• Strong analytical and problem-solving skills
• Effective verbal and written communication
• Root Cause Analysis and trend analysis expertise
• Deep familiarity with JIRA Service Management
• Strong facilitation and stakeholder engagement capabilities
• Able to lead cross-functional teams and manage escalations
• Detail-oriented with process improvement mindset

Key Responsibilities

Details

Problem Lifecycle Management

• Log, validate, and prioritize problem records in ITSM (e.g., JIRA)
• Manage end-to-end problem resolution lifecycle
• Coordinate with SMEs and vendors for RCA and fixes
• Ensure permanent fixes follow change management process

Post-Incident Reviews & RCA

• Lead post-mortem reviews for major incidents
• Drive and document problem tickets
• Produce actionable Root Cause Analysis (RCAs) and track resolution outcomes
• Maintain knowledge base and SOPs

Service Improvement & Optimization

• Identify and analyze recurring incidents and systemic issues
• Develop and drive service improvement plans (SIPs)
• Optimize existing problem management workflows

Reporting & Metrics

• Track KPIs (e.g., recurrence rate, RCA timeliness, resolution success)
• Share reports and insights with IT leadership
• Ensure audit readiness and compliance with standards

Stakeholder Engagement

• Chair weekly/monthly Problem Management (PRM) meetings
• Engage with Helpdesk, Infra, App, and InfoSec teams
• Act as escalation point for unresolved systemic issues

Training & Governance

• Conduct training on problem management processes
• Support ISO 20k / 27k alignment
• Ensure process documentation is current and effective