IT Problem & Service Reliability Manager
Salary: ₱120,000 – ₱140,000 per month
Drive Service Stability, Prevent Recurring Issues, and Improve Enterprise IT Operations
We are looking for an experienced IT Problem Manager to lead enterprise-wide Problem Management practices and drive the identification, investigation, and resolution of recurring IT service issues.
This role is ideal for professionals who excel at uncovering root causes, leading cross-functional investigations, and driving long-term improvements across technology, processes, vendors, and operations. Rather than serving as the technical resolver, you will act as the facilitator, investigator, and governance lead, ensuring that problems are properly analyzed, corrective actions are implemented, and service quality continually improves.
What You'll Do
Problem Management & Governance
Lead and continuously improve the Problem Management practice.
Establish governance, standards, processes, and reporting for problem investigations.
Identify recurring service issues, trends, and systemic risks across IT environments.
Prioritize investigations based on business impact, risk, service disruption, and recurring incidents.
Root Cause Analysis & Investigation Leadership
Lead complex root cause investigations across applications, infrastructure, cloud, networks, vendors, and support teams.
Facilitate RCA workshops using techniques such as:
5 Whys
Fault Tree Analysis
Pareto Analysis
Timeline Analysis
Drive accountability across stakeholders and ensure investigations maintain momentum.
Service Improvement & Risk Reduction
Develop and track corrective actions, workarounds, and Known Error records.
Ensure remediation plans are implemented and validated.
Partner with Incident, Change, Knowledge, Risk, and Service Management teams to reduce recurring issues.
Identify opportunities for Continual Service Improvement (CSI).
Stakeholder & Vendor Management
Coordinate with technical SMEs, service owners, managed service providers, and vendors.
Challenge assumptions, validate evidence, and maintain investigation quality standards.
Escalate unresolved issues, ownership gaps, and overdue remediation actions.
Reporting & Analytics
Maintain accurate problem records and investigation documentation.
Produce trend analysis, executive reports, and service improvement recommendations.
Measure business value through reduction of incident recurrence, service impact, and operational risks.
What We're Looking For
Required Qualifications
Bachelor's Degree in IT, Computer Science, Engineering, Business, Operations, Risk Management, or a related field.
Minimum 7 years of experience in IT Service Management, Service Operations, Reliability Engineering, Problem Management, or IT Operations.
At least 3 years leading Root Cause Analysis (RCA) investigations and cross-functional problem resolution activities.
Experience working within multi-vendor or enterprise IT environments.
Technical Knowledge
ITIL-based Problem Management
Incident Management
Major Incident Management
Change Management
Knowledge Management
Configuration Management
Service Level Management
Service Improvement Programs
Risk and Governance Frameworks
Tools & Platforms
ServiceNow (preferred)
ITSM Platforms
Microsoft Excel
Power BI
Reporting and Analytics Tools
Preferred Certifications
ITIL Foundation (Required)
Advanced ITIL Certifications
Kepner-Tregoe Problem Solving
Lean Six Sigma
COBIT
SIAM
ServiceNow Certification
Risk Management Certifications
What Makes You Successful
✔ Exceptional facilitation and stakeholder management skills
✔ Strong analytical and root-cause investigation capabilities
✔ Ability to influence without direct authority
✔ Excellent communication with both technical and executive stakeholders
✔ Data-driven decision making and prioritization skills
✔ Passion for continuous improvement and operational excellence
📍 Ortigas, Pasig City
🏢 Hybrid Work Setup (3 Days Onsite per Week)
🕗 Day Shift | 8:00 AM – 5:00 PM