87 Problem Management jobs in the Philippines

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay And Benefits

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact You Will Have In This Role
The Lead Problem Management Associate plays a pivotal role in overseeing the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue, and resolution. This critical position is dedicated to minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing the recurrence of issues. They orchestrate and direct all aspects of the problem management process, ensuring the right teams, tools, and information are brought together seamlessly. Additionally, the Lead Problem Management Associate has the authority to delegate subtasks to other team members as needed, ensuring efficient and effective problem resolution

This process combines investigative analysis with proactive measures. By focusing on uncovering the true root causes rather than merely addressing the symptoms, Problem Management plays a crucial role in enhancing service quality and minimizing disruptions. This role involves not only crafting exceptional root cause analysis documentation but also employing investigative techniques to ensure that issues are thoroughly resolved.

Your Primary Responsibilities

• Identify and classify problems and their root causes
• Coordinate with IT teams to design and implement problem solutions
• Handle problem lifecycle from identification to closure - applying problem management methodologies such as the 5 Whys, Ishikawa diagrams, and other relevant techniques to identify underlying causes.
• Develop strategies to prevent recurring incidents
• Document all problem management activities
• Create and handle problem records
• Coordinate with incident management teams to minimize the impact of incidents that cannot be prevented
• Generate reports and statistics on the performance of problem management process
• Provide training to other teams regarding problem management processes
• Training and Governance: by providing comprehensive training on problem management processes to team members and collaborators.
• Govern divisional level incident data, ensuring accuracy and consistency in reporting.
• Share corrective actions and lessons learned in production stability meetings to promote a culture of continuous improvement and proactive problem management.
• Ensure compliance with all regulatory reporting procedures related to problem management.
• Advance instances of inadequate problem management process adherence to senior IT management to ensure timely resolution and adherence to standard methodologies.
• Stay informed about regulatory changes and updates to ensure ongoing compliance and adapt processes as necessary.
• The Lead Problem Management Associate ensures that IT problems are effectively managed, minimizing their impact on business operations and enhancing overall service quality.

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Qualifications

• Minimum of 6 years of related experience
• Bachelor's degree preferred or equivalent experience
• Must be amenable to work Mid shift (4pm to 1am Manila time)

Talents Needed For Success

• Proven work experience as a Problem Manager or IT Risk Management.
• Experience in IT service management and ITIL processes.
• Strong problem-solving skills.
• Excellent communication and coordination skills.
• Ability to work with cross-functional teams and manage multiple tasks simultaneously.
• Knowledge of ITSM tools such as ServiceNow.
• General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets.  We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.  We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The impact you will have in this role:

The Lead Problem Management Associate plays a pivotal role in overseeing the entire lifecycle of IT problems, from identification and investigation to documentation, critical issue, and resolution. This critical position is dedicated to minimizing the adverse impact of IT incidents on the business by conducting thorough root cause analysis and proactively preventing the recurrence of issues. They orchestrate and direct all aspects of the problem management process, ensuring the right teams, tools, and information are brought together seamlessly. Additionally, the Lead Problem Management Associate has the authority to delegate subtasks to other team members as needed, ensuring efficient and effective problem resolution

This process combines investigative analysis with proactive measures. By focusing on uncovering the true root causes rather than merely addressing the symptoms, Problem Management plays a crucial role in enhancing service quality and minimizing disruptions. This role involves not only crafting exceptional root cause analysis documentation but also employing investigative techniques to ensure that issues are thoroughly resolved.

Your Primary Responsibilities:

• Identify and classify problems and their root causes
• Coordinate with IT teams to design and implement problem solutions
• Handle problem lifecycle from identification to closure - applying problem management methodologies such as the 5 Whys, Ishikawa diagrams, and other relevant techniques to identify underlying causes.
• Develop strategies to prevent recurring incidents
• Document all problem management activities
• Create and handle problem records
• Coordinate with incident management teams to minimize the impact of incidents that cannot be prevented
• Generate reports and statistics on the performance of problem management process
• Provide training to other teams regarding problem management processes
• Training and Governance: by providing comprehensive training on problem management processes to team members and collaborators.
• Govern divisional level incident data, ensuring accuracy and consistency in reporting.
• Share corrective actions and lessons learned in production stability meetings to promote a culture of continuous improvement and proactive problem management.
• Ensure compliance with all regulatory reporting procedures related to problem management.
• Advance instances of inadequate problem management process adherence to senior IT management to ensure timely resolution and adherence to standard methodologies.
• Stay informed about regulatory changes and updates to ensure ongoing compliance and adapt processes as necessary.
• The Lead Problem Management Associate ensures that IT problems are effectively managed, minimizing their impact on business operations and enhancing overall service quality.

**NOTE:  The Primary Responsibilities of this role are not limited to the details above. **

Qualifications:

• Minimum of 6 years of related experience
• Bachelor's degree preferred or equivalent experience
• Must be amenable to work Mid shift (4pm to 1am Manila time)

Talents Needed for Success:

• Proven work experience as a Problem Manager or IT Risk Management.
• Experience in IT service management and ITIL processes.
• Strong problem-solving skills.
• Excellent communication and coordination skills.
• Ability to work with cross-functional teams and manage multiple tasks simultaneously.
• Knowledge of ITSM tools such as ServiceNow.
• General technical background in incident management, OSI layer analysis, CI/CD, SDLC, database, Mainframe, MQ, Networks, and Cyber.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at  or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork.  When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.

Learn more about Clearance and Settlement by clicking here.

Brief Description of Work and Responsibilities:

• Lead and manage the end-to-end Problem Management process.
• Conduct Root Cause Analysis (RCA) for high-impact and recurring incidents.
• Maintain and update the Known Error Database (KEDB).
• Identify trends and proactively detect potential issues to prevent incidents.
• Collaborate with technical teams to implement permanent solutions.
• Maintain accurate problem records, actions, and results within the ITSM tool.
• Facilitate problem review meetings and ensure timely resolution.
• Provide regular reports on problem trends, resolution timelines, and corrective actions.
• Manage and oversee all activities related to Change Management processes.
• Review and assess Change Requests (RFCs) for completeness, risk, and impact.
• Ensure that all changes follow standardized methods and procedures. '
• Track and monitor change implementation to ensure alignment with business goals.
• Conduct Post-Implementation Reviews (PIRs) and document lessons learned.
• Maintain the Change Schedule (Forward Schedule of Change - FSC).
• Provide reports and insights on change success rates, failure analysis, and continuous improvement

About the Job

Locations:
Makati

Corporate Title
: Assistant Vice President

Work Arrangement:
Hybrid

Our
Digital Products and Channels Team
is looking for experienced professionals to join us in
Makati
for the role of
Service Management & Incident Response Lead
.

In this role you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary.
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues.
• Review incident data based on RCA and provide recommendations to prevent future occurrences.
• Proactively identify possible mitigating actions and insights for improving security posture.
• Identify recurring patterns and propose clear actions to reduce associated risks.
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams.
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement.

What we're looking for

• Bachelor's Degree in Computer Science or Telecommunications or any related field
• Certification in relevant IT/Project Management related subjects will be an advantage
• At least 3 years of experience in Incident Management and 5 years in technology roles (systems, networking, application operations, NOC, etc.).
• Strong communication skills, with the ability to convey technical matters clearly to all levels, including business stakeholders.
• Experience in banking, financial apps, or fintech is highly desirable.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

To know more about us, and our career opportunities visit

• Full Time Employment
• Hybrid Setup (Ortigas, Pasig)
• Day Shift

THE ROLE

Reporting to Group Technology Operation Services Director, the Service Management Lead will provide the vision, thought leadership, governance and continuous improvement of the IT Service Management. He will be accountable for ensuring that all ITIL processes are understood and consistently adhered to and executed by product/service owners throughout IT.

KEY RESPONSIBILITIES

• Own, promote, and govern IT Service Management, covering Incident, Problem, Change, and Service Level Management.
• Drive standardization, implementation, and adoption of Service Management disciplines throughout the organization.
• Identify areas for continuous improvement in IT practices across the business.
• Define, align, and document Service Management processes in collaboration with stakeholders in IT and business units, establishing the Group's ITIL framework.
• Facilitate and govern IT Service Level and Operational Level Agreements across multiple functions, businesses, and partners.
• Partner with stakeholders to define Key Performance Indicators (KPIs) for various IT services.
• Track KPIs and communicate performance through management review meetings.
• Manage exceptions to established ITSM processes when necessary.
• Lead, mentor, and develop the ITSM team through a supportive and collaborative leadership approach.

REQUIREMENTS

• Professional Experience: At least 10 years of experience in various IT roles, with a minimum of 5 years in an IT Service Management leadership position.
• ITSM Expertise: Comprehensive knowledge and practical experience in Incident, Problem, Change, and Service Level Management.
• Performance Management: Proficiency in timely tracking and analysis of Key Performance Indicators (KPIs).
• Process Understanding: Thorough understanding of the end-to-end IT software and system lifecycle, encompassing concept, design, development, testing, deployment, operations, and maintenance.
• Communication Skills: Strong written and verbal communication abilities, with the capacity to engage effectively with both peers and executive leadership.

Job Types: Full-time, Permanent

Pay: Up to Php120,000.00 per month

Benefits:

• Company events
• Gym membership
• Health insurance
• Opportunities for promotion

Experience:

• IT Service Management: 6 years (Required)

Work Location: Remote

The Service Management Associate will be responsible for proactively managing accounts with recurring service issues. This role focuses on identifying problematic accounts, coordinating with repair teams, monitoring restoration progress, and conducting quality sampling to ensure permanent resolutions and high service reliability.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person

About the job Lead, Service Management & Incident Response

About the Job

Location : Makati

Corporate Title : Assistant Vice President

Work Arrangement : Hybrid

Our Digital Products and Channels Team is looking for experienced professionals to join us in Makati for the role of Service Management & Incident Response Lead.

In this role, you will lead and support incident response teams in detecting, managing, and recovering from system downtimes, while collaborating with internal and external stakeholders to identify root causes, reduce risk, and communicate impact clearly. You will oversee incident investigations, ensure proper tracking and resolution, maintain dashboards and tools, and train analysts to enhance operational response and system resilience.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Monitor and respond to security events, incidents, and alerts, while establishing new processes and tools where necessary
• Conduct thorough root cause analysis (RCA) to prevent incident recurrence and mitigate foreseeable issues
• Review incident data based on RCA and provide recommendations to prevent future occurrences
• Proactively identify possible mitigating actions and insights for improving security posture
• Identify recurring patterns and propose clear actions to reduce associated risks
• Prioritize and resolve all levels of issues, ensuring P1 incidents are handled by the necessary teams
• Build and enhance tooling, dashboards, and alerting systems, ensuring data accuracy, completeness, and ongoing improvement

What we're looking for

• Bachelor's Degree in Computer Science or Telecommunications, or any related field
• Certification in relevant IT/Project Management-related subjects will be an advantage
• At least 3 years of experience in Incident Management and 5 years in technology roles (systems, networking, application operations, NOC, etc.)
• Strong communication skills, with the ability to convey technical matters clearly to all levels, including business stakeholders
• Experience in banking, financial apps, or fintech is highly desirable

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

Job Description:

• Execute day-to-day IT Service Management (ITSM) and IT Asset Management (ITAM)

activities to ensure reliable, secure, and compliant IT operations.

• Monitor and support the performance, availability, and reliability of IT services and

systems across the organization.

• Implement and maintain ITSM tools and workflows, ensuring accurate ticket handling,

asset tracking, and SLA reporting.

• Collaborate with IT infrastructure, DevOps, and application teams to support automation,

service mapping, and monitoring processes.

• Assist in audit support by ensuring ITSM/ITAM documentation and records are complete

and up to date.

Skills and Competencies

• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management).

• Familiarity with ITIL principles and ITSM process areas (incident, problem, request,

change, asset, and service catalog management).

• Basic knowledge of IT infrastructure components (networks, servers, applications) and

how they support IT services.

• Experience in monitoring system performance and escalating outages or performance

degradation.

• Working knowledge of IT asset lifecycle management, including tracking, tagging, and

license compliance.

• Ability to troubleshoot and document IT issues effectively for escalation and closure.

• Strong attention to detail in documentation, ticket updates, and asset records.

• Familiarity with regulatory and compliance frameworks (e.g., BSP, PDIC, ISO 27001,

COBIT) is a plus.

• Clear written and verbal communication skills for ticket handling and team collaboration.

• Proactive, detail-oriented, and able to manage multiple tasks in a structured IT operations

environment.

Qualifications and Experience

• Bachelor's degree in Electronics Engineering, Information Technology, Computer

Science, or related field.

• 3–5 years of experience in IT Operations, IT Service Desk, or ITSM engineering roles.

• ITIL Foundation certification (required); ITIL Intermediate/Practitioner (preferred).

• Certification or training in IT Asset Management (e.g., CITAM) is a plus.

• Experience working in banking or regulated industries is advantageous.

• Familiarity with audit practices and regulatory compliance frameworks (e.g., BSP, ISO,

PCI DSS) is a plus.

• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based monitoring tools.

• Experience with automation platforms

• Knowledge of BSP regulatory frameworks, policies, and guidelines.