Problem Manager

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Problem Manager managing IT problems and supporting service improvement at global logistics company. This role ensures service stability through effective problem investigation and collaboration.

Posted 4/21/2026full-timeParanaque • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own and manage complicated IT problems from identification through root cause analysis and resolution.
Lead problem investigations involving multiple teams and vendors.
Drive service improvement initiatives to enhance stability, resilience, and SLA performance.
Facilitate and lead problem review meetings, ensuring clear focus, accountability, and progress.
Coordinate resources across Group functions and verticals to ensure timely resolution and implementation of corrective actions.
Proactively identify gaps in processes, standards, and governance, and recommend improvements.
Act as a subject matter expert in the organization’s Quality Management System, assessing strengths and weaknesses in delivery capability.
Define, monitor, and continuously improve service and problem management metrics.
Escalate issues constructively and proactively when risks to service stability or business impact arise.
Build and maintain strong relationships with stakeholders at all levels, including technical experts, managers, vendors, and senior leadership.
Maintain continuously evolving knowledge of assigned services, domains, and organizational dependencies.

Requirements

What you’ll need

Proven experience as a Problem Manager in a large IT organization
A keen eye for quality management, governance, and structured problem‑solving approaches
Experience leading problem investigations involving senior stakeholders
Ability to produce results while managing cross‑functional teams
Ability to align, communicate, and report effectively to IT leadership while coordinating cross‑functional teams
Comfortable working in environments with high change velocity, fast decision‑making, and demanding timelines
Fluent in English, with excellent written and verbal communication skills.

Benefits

Comp & perks

Competitive salary
Flexible working hours

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

problem managementroot cause analysisservice improvementquality managementmetrics monitoringgovernancestructured problem-solving

Soft Skills

leadershipcommunicationstakeholder managementcross-functional team managementaccountabilityrelationship buildingproactive identification of gaps