Senior Problem Manager: Lead RCA & Service Stability

Careernet; Philippines; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITSM

ITIL

Incident Management

Problem Management

Root Cause Analysis

Stakeholder Management

Communication

Education

ITIL Foundation certification

Tools

ServiceNow ITSM

Job description

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.