Senior Problem Manager — IT Reliability & RCA Lead

Whitehall Consulting; Taguig; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

Whitehall Consulting is seeking a Senior Problem Manager to establish, govern, and operate the Problem Management practice across an enterprise IT model. You will lead cross-functional investigations, drive effective workarounds, and eliminate systemic issues to improve IT reliability.

In this role, you will mentor teams, coordinate multi-vendor RCA activities, and deliver decision-ready reporting for executive forums using ITSM tools and analytics. The position is hybrid in Metro Manila.

Qualifications

• 7+ years in IT service management, operations, reliability, or problem management.
• ITIL Foundation certification is required; advanced certifications are desirable.
• Experience leading cross-functional investigations or RCAs.
• Ability to govern multi-vendor/service-integrations and influence without direct authority.
• Hands-on with ServiceNow and reporting tools (Excel/Power BI).

Responsibilities

• Own and continually improve the end-to-end Problem Management lifecycle, governance framework, standards, and ITSM platform integration.
• Lead complex, cross-functional investigations and root cause analysis (RCA) activities by convening, directing, and constructively challenging SMEs, service owners, managed service providers (MSPs), and vendors.
• Utilize structured causal analysis techniques (e.g., 5 Whys, fault-tree, Pareto, barrier analysis) to separate hypotheses from evidence and determine true root causes.
• Drive the creation and maintenance of high-quality Known Error records, tested workarounds, and permanent corrective action plans tied to Continual Service Improvement (CSI) initiatives.
• Monitor problem trends and systemic clusters across multi-vendor environments, holding suppliers accountable for timely RCA delivery and remediation validation.
• Provide decision-ready reporting, portfolio trends, and risk insights to executive governance forums using ITSM and analytics tools.

Skills

Problem management

IT service management

RCA leadership

Cross-functional collaboration

Data analysis

Education

Bachelor's degree in IT, Computer Science, Engineering, Business, Operations, or related field

Tools

ServiceNow

Excel

Power BI

Job description

Whitehall Consulting is seeking a Senior Problem Manager to establish, govern, and operate the Problem Management practice across an enterprise IT model. You will lead cross-functional investigations, drive effective workarounds, and eliminate systemic issues to improve IT reliability.

In this role, you will mentor teams, coordinate multi-vendor RCA activities, and deliver decision-ready reporting for executive forums using ITSM tools and analytics. The position is hybrid in Metro Manila.