IT Service Management (ITSM) Problem Manager (Fintech)

TL;DR

IT Service Management (ITSM) Problem Manager (Fintech): Leading global, cross-functional initiatives to identify root causes and drive long-term solutions for major technology incidents with an accent on strengthening operational resilience and elevating incident management practices. Focus on ensuring ITIL-aligned processes are consistently executed across complex, high-stakes financial systems.

Location: Hybrid in Manila, Philippines

Company

hirify.global is a global leader empowering others to accomplish more, focusing on financial systems and operational resilience.

What you will do

• Lead and coordinate global teams for Root Cause Analysis (RCA) and resolution of major technology incidents.
• Ensure adherence to ITIL Problem Management processes and timely incident postmortems.
• Collaborate with engineering and infrastructure teams to identify improvements and eliminate recurring issues.
• Maintain and enhance recovery playbooks for commonly occurring incidents.
• Drive executive-level communications during and after critical events.
• Lead post-incident reviews and manage follow-up programs to strengthen overall operational resiliency.

Requirements

• 5+ years of experience in Problem or Incident Management within large-scale or global IT environments.
• Strong understanding of the ITIL framework, particularly Problem and Incident Management processes.
• Proven experience managing major incidents across infrastructure, network, and application domains.
• Bachelor’s degree in Computer Science, Engineering, Business, or a related discipline (or equivalent experience).
• Superb communication skills, capable of engaging confidently with senior leadership and technical teams.
• Strong organizational, prioritization, and crisis management skills in high-pressure environments.

Nice to have

• Familiarity with ITSM tools and reporting (e.g., ServiceNow).
• Background in financial services or other regulated industries.

Culture & Benefits

• A culture where the highest goal is to empower others to accomplish more.
• Dedicated to fostering a collaborative, engaging, and inclusive environment.
• Committed to providing a workplace that empowers associates to be authentic.
• Believes associates do their best when they feel safe, understood, and valued.