Senior Problem Manager

Senior Problem Manager

Req number:

R8695

Employment type:

Full time

Worksite flexibility:

Hybrid

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

As a Senior Problem Manager, you will establish, govern, and operate the organization's Problem Management practice within the Enterprise Service Operations framework. You will lead end-to-end investigations into the underlying causes of service issues, drive evidence-based root cause analysis, and coordinate cross-functional stakeholders to reduce service risk, recurrence, operational impact, and value leakage across the enterprise.

Job Description

We are looking for a Senior Problem Manager to lead and mature the organization's Problem Management capability across a complex multi-vendor IT environment. This position is full-time and hybrid in Mandaluyong City.

The successful candidate will be responsible for establishing governance, leading investigations, facilitating root cause analysis, identifying systemic issues, and driving corrective actions that improve service reliability, operational performance, and customer outcomes.

What You'll Do

• Own and continuously improve Problem Management policies, processes, standards, templates, and governance frameworks
• Define minimum standards for problem identification, triage, causal analysis, documentation, Known Error management, and closure
• Establish governance mechanisms aligned with ITSM best practices and organizational requirements
• Define interfaces and decision rights across Incident, Major Incident, Change, Knowledge, Configuration, Risk, Supplier, and Continual Service Improvement practices
• Govern the effective use of the ITSM platform and Problem Management controls
• Identify opportunities to improve the maturity and effectiveness of the Problem Management practice
• Establish proactive and reactive methods for identifying potential problems from incidents, service degradations, risk data, supplier performance, and operational trends
• Assess and prioritize problem candidates based on business impact, service harm, recurrence risk, value leakage, and remediation feasibility
• Analyze trends and service management data to identify systemic issues across services, suppliers, and value streams
• Drive proactive problem identification activities to prevent recurring incidents and operational disruptions
• Ensure investigative effort is focused on areas delivering the highest organizational value
• Lead problem investigations from initiation through closure
• Define problem statements, scope, evidence requirements, impact assessments, and investigation plans
• Facilitate cross-functional investigation teams consisting of SMEs, service owners, process owners, suppliers, MSPs, risk teams, security teams, and business stakeholders
• Challenge assumptions and distinguish evidence from hypotheses throughout the investigation process
• Apply structured root cause analysis techniques including: 5 Whys Fault Tree Analysis Pareto Analysis Timeline Analysis Barrier Analysis Hypothesis Testing
• Manage investigation actions, dependencies, escalations, and decision points
• Coordinate with Incident and Major Incident Management teams to ensure evidence is collected and preserved appropriately
• Drive the development of workarounds, Known Error records, and corrective action plans
• Ensure findings are translated into actionable improvements and remediation activities
• Coordinate with delivery teams responsible for implementing corrective actions and permanent fixes
• Support risk mitigation activities and service resilience improvements
• Link findings to Continual Service Improvement (CSI) initiatives where appropriate
• Monitor progress and effectiveness of corrective actions through closure
• Engage senior stakeholders, service owners, suppliers, and operational teams to drive accountability and progress
• Provide clear communication on investigation status, findings, risks, recommendations, and outcomes
• Facilitate governance reviews and problem management forums
• Present complex technical findings in a manner understandable to both technical and executive audiences
• Produce decision-ready reporting and trend analysis using service management data

What You'll Need

Required:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, Operations, Risk Management, Data Analytics, or a related field, or equivalent experience
• 7+ years of experience in IT Service Management, Service Operations, Reliability, Assurance, or Problem Management
• 3+ years of experience leading cross-functional investigations, root cause analysis activities, or service improvement initiatives
• Proven experience governing end-to-end Problem Management processes across complex enterprise environments
• Experience working within multi-vendor and service integration environments
• Experience converting investigation findings into workarounds, Known Errors, corrective actions, risk treatments, and service improvement initiatives
• Strong experience using service management data and trend analysis to identify systemic issues and prioritize investigations
• Advanced analytical, investigation, facilitation, and problem-solving skills
• Ability to build hypotheses, evaluate evidence, and map causal relationships
• Strong stakeholder management skills with the ability to influence without direct authority
• Excellent communication, negotiation, interviewing, and conflict resolution capabilities
• Ability to manage multiple concurrent investigations within complex organizational environments

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

About Us

At CAI, we’re people who help people. As a privately held company with a global footprint, our 8,500 associates have the freedom and the focus to do what’s right for our clients, colleagues, and communities. We have a 40-year history of combining our dual strengths of talent and technology to deliver lasting results across the public and commercial sectors. And for nearly a decade, we’ve been national trailblazers in bringing neurodiversity to the enterprise.

Learn how CAI powers the possible at www.cai.io