Urgent Hiring: Problem Management Specialist

1 day ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱1,500,000 - ₱3,000,000 per year

HCL Tech is hiring

Problem Manager - START ASAP

Work Set-Up:

McKinley Hill, Taguig City, Philippines | Graveyard Shift or Shifting Schedule (US Hours)

About This Role:

Problem management identifies and manages problems using preventative methods and identifying underlying causes to help prevent future issues. With a structured workflow for diagnosing root causes and fixing problems, it helps eliminate recurring incidents and minimize the impact of unexpected disruptions.

Primary Duties and Responsibilities:

  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.

  • Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes.

  • Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently.

  • Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified.

  • Coordinate, convene and facilitate problem review meetings.

  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion.

  • Ensure that the problem management information reflects accurate errors and is complete.

  • Develop trend analysis and prepare service improvement plans to address identified gaps.

  • Ensure recurring incident resolution is addressed with urgency.

  • Manage and maintain information stored in the problem database.

Required Qualifications/Skills:

  • ITIL Certified or 3 years working experience as a Problem Manager

  • Basic knowledge of cloud infrastructure and application infrastructure

  • Work experience in Reporting Tools – ServiceNow, ServiceNow Performance Analytics

  • Advanced Excel Skills, work experience in Word, PowerPoint, MS-Visio, and Copilot

  • Strong analytical skills

  • Knowledge about KPI & CSL related to IT Helpdesk.

  • Proven track record of working collaboratively to improve the customer's experience

  • Strong communication, presentation, and relationship management skills

  • Able to translate complex issues in an understandable, organized way

  • Team oriented

  • Positive team player attitude with excellent verbal and written communication skills

  • Ability to work collaboratively with cross-functional teams

  • High degree of organizational skills

Education/Certification/License:

  • Bachelor's/Master's degree in Information Technology

  • Minimum 5 years working experience in Information Technology

  • ITIL knowledge or certification

What We Offer:

  • Opportunity for career growth

  • Highly competitive and flexible package salary

  • HMO Benefits since Day 1 (including up to 3 dependents)

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