Problem Management Specialist to Start ASAP

1 day ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱1,200,000 - ₱2,400,000 per year

Role: Problem Management (Individual Contributor)

Location: McKinley Hill, Taguig

Work Set Up: Onsite

Work Schedule: Graveyard Shift or Shifting Schedule

About This Role:

The Problem Manager is responsible for identifying, analyzing, and resolving the root causes of recurring incidents and service disruptions to improve overall IT service stability and performance. This role ensures problems are managed through their lifecycle from detection and analysis to closure and prevention by leveraging data analytics, trend analysis, and collaboration with technical teams.

Primary Duties and Responsibilities:

  • Lead and manage the Problem Management process in alignment with ITIL best practices.
  • Proactively identify problems and underlying causes of incidents through data trend analysis, metrics, and performance indicators.
  • Coordinate and facilitate Root Cause Analysis (RCA) sessions with technical and cross-functional teams.
  • Develop and deliver problem reports and dashboards highlighting trends, risks, and improvement opportunities.
  • Collaborate with Incident Managers to ensure seamless handover between incident and problem processes.
  • Monitor problem backlog and ensure timely resolution or mitigation through tracking and governance.
  • Recommend and drive process improvements, automation opportunities, and preventive measures.
  • Communicate effectively with stakeholders, leadership, and customers regarding problem status and resolutions.
  • Ensure compliance with SLAs, KPIs, and ITSM governance standards.

Qualifications:

  • BS in Information Technology, Computer Science, or related field.
  • ITIL v4 Foundation certification (Problem Management or other intermediate modules preferred).
  • 3–5 years of experience in IT Service Management, with at least 2 years in a Problem Management role.
  • Strong knowledge of incident and problem management processes and their integration.
  • Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
  • Excellent analytical and data interpretation skills.
  • Proven ability to lead cross-functional teams and drive resolution of complex technical issues.
  • Strong communication, presentation, and stakeholder management skills.
  • Proficiency in data analytics (Excel, Power BI, or other visualization tools).
  • Experience in large-scale, enterprise-level IT environments.
  • Understanding of change, release, and configuration management processes

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