Problem Management Analyst (ITSM)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Problem Management Analyst (ITSM): Leading the identification, investigation, and resolution of recurring high-impact IT problems with an accent on root cause analysis (RCA) and operational stability. Focus on driving permanent corrective actions, coordinating cross-functional technical teams, and reducing service disruptions through data-driven trends analysis.
Location: Must be based in Taguig City, Philippines (Onsite)
Company
is a global leader in customer experience (CX) and business process outsourcing.
What you will do
- Manage the end-to-end lifecycle of high-priority and recurring problem records.
- Lead post-major incident reviews and facilitate RCA using methodologies such as 5 Whys and Fishbone analysis.
- Produce executive-level RCA reports and track corrective and preventive actions to completion.
- Coordinate with technical teams, vendors, and stakeholders to drive investigation progress and resolution efforts.
- Identify opportunities for Continuous Service Improvement (CSI) to enhance service reliability and resilience.
- Analyze incident and performance trends using ServiceNow and MS Excel to identify recurring issues.
Requirements
- Must be located in Taguig City, Philippines
- Bachelor's degree in IT, Computer Science, Engineering, or a related field.
- 2+ years of experience in IT Service Management (ITSM), Incident, or Problem Management.
- Strong understanding of ITIL Problem Management principles and RCA methodologies.
- Proficiency in ServiceNow and Microsoft Office Suite (Excel, PowerPoint, Word).
- Working knowledge of infrastructure, networks, and cloud environments (Azure, AWS).
Nice to have
- Experience supporting critical business services within a large-scale enterprise environment.
Culture & Benefits
- Full-time employment with an evening shift schedule.
- Collaborative environment involving cross-functional coordination with Engineering and Service Owners.
- Culture focused on operational excellence and data-driven decision-making.
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