Senior Problem Manager

TL;DR

Senior Problem Manager: Overseeing production incident reviews and problem investigation reports (PIRs) to ensure accurate documentation and effective preventive actions with an accent on process coordination and cross-functional communication. Focus on identifying recurring patterns, improving root cause analysis (RCA) quality, and maintaining structured documentation across global technology and business teams.

Location: Must be based in Manila, Philippines (Hybrid)

Company

hirify.global is a global fintech leader dedicated to empowering associates through a collaborative, inclusive, and authentic work environment.

What you will do

• Review incident and problem reports to ensure clarity, accuracy, and completeness.
• Summarize key findings, validate root causes, and document corrective and preventive actions.
• Ensure adherence to Problem Management processes and reporting timelines.
• Track the progress and closure of post-incident reviews.
• Identify recurring patterns or trends in incident data to drive continuous improvement.
• Coordinate with global cross-functional teams to gather insights and align on next steps.

Requirements

• Background in IT Support, Operations, Service Desk, BPO, or Call Center environments.
• Experience documenting incidents, analyzing information, or supporting troubleshooting processes.
• Strong analytical skills with exceptional attention to detail.
• Excellent written and verbal communication abilities.
• Highly organized and methodical approach to documentation and follow-ups.
• Ability to work collaboratively across functions and time zones.

Nice to have

• Familiarity with ITIL Problem Management or Incident Management workflows.
• Basic understanding of IT Service Management (ITSM) concepts.
• Experience with ticketing systems like ServiceNow or Jira.

Culture & Benefits

• Collaborative, engaging, and inclusive workplace culture.
• Commitment to professional development and career growth.
• Focus on employee well-being and feeling valued.
• Global team environment with cross-functional collaboration.