Senior Problem Manager — RCA & IT Reliability Lead

Whitehall Consulting; Taguig; Hybrid; PHP 900,000 - 1,700,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Whitehall Consulting in Manila is hiring a Senior Problem Manager to establish and govern the enterprise Problem Management practice. You will lead cross-functional investigations, drive root cause analysis, and implement permanent corrective actions to improve IT reliability.

The role requires ITIL Foundation and 7+ years in ITSM, with experience across multi-vendor environments. Proficiency with ServiceNow and analytics tools such as Excel/Power BI is expected.

Qualifications

• Minimum 7+ years in ITSM, service operations, reliability, or problem management.
• Certifications: ITIL Foundation; advanced ITIL or RCA certifications are a plus.
• Experience governing multi-vendor or service-integrator environments.

Responsibilities

• Own and continually improve the end-to-end Problem Management lifecycle and governance.
• Lead complex investigations and RCA activities across SMEs, MSPs, and vendors.
• Use structured causal analysis techniques to identify true root causes.
• Develop Known Error records, tested workarounds, and permanent corrective actions.
• Monitor problem trends across multi-vendor environments and report to governance forums.
• Provide decision-ready reporting and risk insights using ITSM and analytics tools.

Skills

Lead cross-functional investigations

Root cause analysis (RCA)

Influence without direct authority

ITSM governance

Problem management leadership

Education

Bachelor’s degree in IT/CS/Engineering or related field

ITIL Foundation certification

Tools

ServiceNow

Excel

Power BI

Job description

Whitehall Consulting in Manila is hiring a Senior Problem Manager to establish and govern the enterprise Problem Management practice. You will lead cross-functional investigations, drive root cause analysis, and implement permanent corrective actions to improve IT reliability.

The role requires ITIL Foundation and 7+ years in ITSM, with experience across multi-vendor environments. Proficiency with ServiceNow and analytics tools such as Excel/Power BI is expected.