Proactive Problem Solver

3 days ago

Makati City, National Capital Region, Philippines beBeeInvestigative Full time $90,000 - $123,000

We are seeking an accomplished Investigative Lead to drive root cause investigations, champion permanent solutions, and ensure continued IT service reliability.

This role is ideal for a seasoned Problem Management professional with hands-on experience in IT problem management and a solid understanding of ITIL v4 best practices. The successful candidate will possess excellent collaboration and relationship-building skills, with the ability to motivate others to engage in problem management.

The key responsibilities of this position include:

  • Leading root cause investigations for incidents affecting production services
  • Applying RCA techniques (5 Whys, Brainstorming, Kepner-Tregoe) to guide others
  • Utilizing technical and infrastructure knowledge to support RCA efforts
  • Championing a proactive culture of incident prevention
  • Communicating post-incident lessons learned to stakeholders
  • Ensuring problem management activities meet SLA timelines
  • Guiding investigations through the documented problem management process
  • Participating in cross-functional meetings (incident, problem, change)
  • Promoting automation to reduce manual errors and effort
  • Adapting to shifting priorities in a dynamic environment
  • Building strong relationships with business partners, vendors, and IT teams
  • Ensuring compliance with audit and operational risk standards
  • Reporting on service availability, performance, and recurring issues to inform leadership decision-making

The ideal candidate will have 1-3 years of experience in IT problem management or RCA facilitation, along with relevant education or equivalent experience in IT operations/support. A strong customer service orientation and confidence to ask tough, probing questions are essential for success in this role.

The following qualifications are also desirable:

  • Familiarity with various RCA techniques
  • RCA facilitation certification
  • Ability to motivate others to engage in problem management
  • Understanding of the financial services or insurance industry
  • Experience working with global teams across time zones
  • Experience with ServiceNow's Problem Management module
  • Background in ITSM practices like Change, Incident, or Service Level Management
  • ITIL V3 or V4 certification

When joining our organization, you can expect:

A flexible work environment where well-being and inclusion are valued

Ongoing opportunities for learning and growth in a career that suits your aspirations

A supportive team dedicated to shaping the future together

About Us

We celebrate our diversity and strive to attract, develop, and retain a workforce that reflects the customers we serve. We administer all of our practices and programs without discrimination based on any protected characteristic.

Working Arrangement

We offer a hybrid work arrangement that balances flexibility and collaboration.

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