Senior Problem Manager

Careernet; Philippines; Sur place; PHP 900 000 - 1 600 000; Plein temps

Résumé du poste

Careernet in the Philippines is seeking an experienced Senior Problem Manager to lead enterprise-wide Problem Management activities, drive root cause investigations, and reduce IT service disruptions.

You will own the end-to-end process, lead RCA investigations, and collaborate with infrastructure, application, cloud, security, and vendor teams to implement effective corrective actions.

Qualifications

• 7+ years in IT Service Management, Service Operations, Incident or Problem Management.
• Proven RCA leadership with strong ITIL-based processes.
• Experience managing cross-functional stakeholders and technical teams.
• Excellent communication and facilitation skills.

Responsabilités

• Own and manage end-to-end Problem Management process.
• Lead RCA investigations for major and recurring incidents.
• Drive corrective and preventive actions to improve stability.
• Facilitate problem review meetings with technical teams and vendors.
• Manage Known Errors and workarounds in the ITSM platform.
• Track remediation actions and ensure timely resolution.
• Produce service and problem management reports and metrics.
• Collaborate with infrastructure, application, cloud, security, and vendors.

Connaissances

ITSM

ITIL

Incident Management

Problem Management

Root Cause Analysis

Stakeholder Management

Communication

Formation

ITIL Foundation certification

Outils

ServiceNow ITSM

Description du poste

We are seeking an experienced Senior Problem Manager to lead enterprise-wide Problem Management activities, drive root cause investigations, and reduce recurring IT service disruptions. This role is ideal for professionals with strong ITSM, ITIL, incident/problem management, and stakeholder management experience.

Key Responsibilities

• Own and manage the end-to-end Problem Management process.
• Lead Root Cause Analysis (RCA) for major and recurring incidents.
• Drive corrective and preventive actions to improve service stability.
• Facilitate problem review meetings with technical teams and vendors.
• Manage Known Errors and workarounds within the ITSM platform.
• Track remediation actions and ensure timely resolution.
• Produce service and problem management reports and metrics.
• Collaborate with infrastructure, application, cloud, security, and vendor teams.

Required Experience

• 7+ years of experience in IT Service Management, Service Operations, Incident Management, or Problem Management.
• Strong experience leading Root Cause Analysis (RCA) investigations.
• Hands-on experience with ITIL-based service management processes.
• Experience managing cross-functional stakeholders and technical teams.
• Excellent communication and facilitation skills.
• ITIL Foundation certification.

Preferred Experience

• Dedicated Problem Management experience in a large enterprise environment.
• ServiceNow ITSM experience.
• Vendor and Managed Service Provider (MSP) management.
• Experience with governance, reporting, and service improvement initiatives.
• ITIL Intermediate/Advanced certifications, SIAM, COBIT, Lean Six Sigma, or Kepner-Tregoe certifications.