Urgent Problem Management Specialist

1 day ago

Taguig, National Capital Region, Philippines HCL Technologies Philippines Inc Full time ₱400,000 - ₱800,000 per year

Work Set-Up:

100% onsite in 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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