Problem Manager

Problem Manager
Clark, Philippines (Onsite)
Direct Hire

We are looking for a Problem Manager. This is a direct hire opportunity based out of Clark, Philippines (Onsite).

The Problem Management Specialist is responsible for identifying, analyzing, and eliminating the root causes of recurring incidents and systemic service issues. This role operations within the ITIL Problem Management practice and works cross-functionally with Incident Management, Change Management, Vendors, and Engineering teams to reduce service disruptions, track outages, improve stability, and drive continuous improvement.

The Problem Management Specialist owns the end-to-end lifecycle of problems, from detection proactively, Root Cause Analysis, remediation, knowledge creation, and long-term prevention.

Essential Duties and Responsibilities:

The essential duties and responsibilities can include the following but are not limited to:

• Proactively identify problems through trend analysis of incidents, major incidents, and operational data.
• Classify, prioritize, and log problems based on business impact, risk, and frequency.
• Correlate incidents across systems, vendors, and locations to identify systemic failures.
• Maintain a controlled backlog of open problems with clear ownership and timelines.

• Lead structured RCA efforts using methodologies such as 5 Whys, Fishbone, Kepner-Tregoe, or Fault Tree Analysis.
• Facilitate post-incident reviews and major incident problem records.
• Ensure RCAs focus on systemic causes, not individual blame.
• Validate findings with technical teams and vendors.

• Coordinate corrective actions with L2/L3 teams, engineering, infrastructure, and third-party vendors.
• Drive permanent fixes through Change Management where required.
• Track remediation plans to close and verify effectiveness post-implementation.
• Escalate risks when remediation timelines put service stability at risk.

• Create and maintain Known Error Records (KERs) and workarounds.
• Partner with Knowledge Management to ensure learnings are shifted left (L2>L1>L0).
• Reduce repeat incidents through documentation, automation, and self-service enablement.
• Influence proactive improvements to monitoring, alerting, and diagnostics.

• Coordinate problem resolution efforts with external vendors and service providers.
• Hold vendors accountable for RCA quality, timelines, and corrective actions.
• Communicate problem status, risk, and progress to business stakeholders and leadership.

• Define and report on Problem Management KPIs, such as:
  • Reduction in repeat incidents
  • Time to root cause
  • Time to resolution
  • Percentage of cases linked to known problems
• Identify systemic improvement opportunities and recommend process or technology changes.
• Contribute to service reviews, governance forums, and operational maturity initiatives.
• Create and maintain reports that show major cases of drivers and owners weekly and monthly.
• Participate in monthly / quarterly service reviews (MBRs / QBRs).
• Provide stability metrics and trend reporting.

• Strong understanding of ITIL 4 practices, especially:
  • Problem Management
  • Incident Management
  • Change Enablement
  • Knowledge Management
  • Supplier Management
• Proven RCA facilitation and analytical skills
• Comfortable working across infrastructure, applications, POS, networking, and vendor ecosystems
• Hold teams accountable for remediation deliverables.

• Strong facilitation and stakeholder management skills.
• Ability to challenge teams constructively and drive accountability.
• Excellent written and verbal communication.
• High attention to detail with a system-thinking mindset.
• Ability to be client facing.

• ITIL 4/5 Foundation (required)
• ITIL 4 Managing Professional (desirable)
• Lean Six Sigma (Green or Black Belt preferred)

• High school diploma or equivalent.
• Strong English communication skills: verbal and written.
• Experience working independently and as part of a team.
• Experience of being an established technical resource and subject matter expert in a team.
• High degree of professionalism.
• Customer Service acumen.
• Reporting knowledge.
• Bachelor’s Degree – Preferred.

• Strong understanding of ITIL 4 practices, especially:
  • Problem Management
  • Incident Management
  • Change Enablement
  • Knowledge Management
  • Supplier Management