IT Problem Manager

4 days ago

Makati City, National Capital Region, Philippines beBeeProblemSolver Full time

The Opportunity

We are seeking a skilled Problem Solver to join our organization. As a key member of the team, you will be responsible for leading root cause investigations and driving permanent solutions to ensure continued IT service reliability.

Job Responsibilities:

  • Facilitate thorough root cause investigations for incidents affecting production services

  • Apply Root Cause Analysis (RCA) techniques and guide others in their use

  • Utilize technical and infrastructure knowledge to support RCA efforts

  • Champion a proactive culture of incident prevention and continuous improvement

  • Communicate post-incident lessons learned to stakeholders

  • Ensure problem management activities meet Service Level Agreement (SLA) timelines

  • Guide investigations through the documented problem management process

  • Participate in cross-functional meetings, including incident, problem, and change management

  • Promote automation to reduce manual errors and effort

  • Adapt to shifting priorities in a dynamic environment

  • Build strong relationships with business partners, vendors, and IT teams

  • Ensure compliance with audit and operational risk standards

  • Report on service availability, performance, and recurring issues to inform leadership decision-making

Required Qualifications:

  • 1-3 years of experience in IT Problem Management or RCA facilitation and Incident Management

  • Post-secondary education or equivalent experience in IT Operations/Support

  • ITIL Foundation certification (v3 or v4)

  • Strong customer service orientation and ability to communicate effectively

  • Confidence to ask tough, probing questions and drive investigations to resolution

  • Experience working with vendors and holding them accountable

  • Excellent collaboration and relationship-building skills

  • Tenacity in driving investigations to successful outcomes

  • Commitment to diversity, equity, and inclusion

  • Experience with IT Service Management (ITSM) tools, such as ServiceNow

Preferred Qualifications:

  • A great sense of humor and ability to maintain a positive attitude in challenging situations

  • Familiarity with RCA techniques from brainstorming to Kepner-Tregoe

  • RCA facilitation certification

  • Ability to motivate others to engage in problem management and continuous improvement

  • Understanding of the financial services industry and its challenges

  • Experience working with global teams across time zones

  • Experience with ServiceNow's Problem Management module

  • Background in ITSM practices, including Change, Incident, or Service Level Management

  • ITIL V3 or V4 certification

What We Offer:

At our organization, we prioritize employee growth and well-being. We provide opportunities for professional development, flexible work arrangements, and a supportive work environment.

About Us:

We are a leading international financial services provider, dedicated to helping individuals and businesses achieve their goals. Our mission is to deliver exceptional service and value to our customers.

Equal Employment Opportunity:

Our organization is committed to diversity, equity, and inclusion. We strive to create a workplace that reflects the communities we serve and provides equal access to employment opportunities for all candidates.

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