Digital Problem Management Specialist

1 day ago

Manila, National Capital Region, Philippines beBeeProblemManagement Full time $80,000 - $150,000

Job Title: Digital Problem Management Specialist

About the Role

We are seeking a skilled Digital Problem Management Specialist to join our organization. This is an exciting opportunity to contribute to the growth and success of our employees.

This role oversees the entire lifecycle of digital problems, from identification and investigation to documentation, critical issue handling, and resolution.

The Digital Problem Management Specialist ensures all aspects of the problem management process are coordinated, including the right teams, tools, and information.

Your Key Responsibilities
  • Identify and classify digital problems and their root causes
  • Coordinate with IT teams to design and implement problem solutions
  • Manage the problem lifecycle from identification to closure, applying methodologies such as the 5 Whys and Ishikawa diagrams
  • Develop strategies to prevent recurring incidents
  • Document all problem management activities
  • Create and manage problem records
  • Coordinate with incident management teams to minimize impact of incidents that cannot be prevented
  • Generate reports and statistics on the performance of the problem management process
  • Provide training to other teams on problem management processes
  • Govern divisional level incident data, ensuring accuracy and consistency in reporting
  • Share corrective actions and lessons learned in production stability meetings
  • Ensure compliance with regulatory reporting procedures related to problem management
  • Escalate instances of insufficient problem management process adherence to senior IT management

Note: The primary responsibilities are not limited to the details above.

Requirements
  • Minimum of 6 years of related experience
  • Bachelor's degree preferred or equivalent experience
  • Must be amenable to work mid-shift hours
Talents Needed For Success
  • Proven work experience as a Problem Manager or IT Risk Management
  • Experience in IT service management and ITIL processes
  • Strong problem-solving skills
  • Excellent communication and coordination skills
  • Ability to work with cross-functional teams and manage multiple tasks simultaneously
  • Knowledge of ITSM tools such as ServiceNow
  • General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber

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