SME - Problem Management, ServiceNow
Philippines
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Job Description
SME - Problem Management, ServiceNow
Others, Metro Manila

Job Summary

The Problem Manager is responsible for leading ITIL Problem Management processes to minimize the impact of incidents, identify root causes, and prevent recurrence. The role ensures proactive and reactive problem handling, improves service stability, and drives continuous improvement across IT services.

Key Responsibilities

Problem Management Execution Perform proactive and reactive problem management activities. [Problem Ma...agement JD | Word] Identify, log, categorize, prioritize, and manage problems through closure. [Hi All, W...Manager | Viva Engage] Ensure timely progression of problems with defined SLAs and priorities. [Problem Ma...t SME - JD | Word] 2. Root Cause Analysis (RCA) Conduct detailed RCA for major and recurring incidents. [Problem Ma...agement JD | Word] Use structured techniques such as trend analysis and historical data evaluation to predict future issues. [Problem Ma...t SME - JD | Word] Identify underlying causes and eliminate recurring incidents. [Hi All, W...Manager | Viva Engage] 3. Known Error & Knowledge Management Maintain and update Known Error Database (KEDB) and workarounds. [Problem Ma...agement JD | Word] Ensure documentation of resolutions, fixes, and preventive measures. [Problem Ma...agement JD | Word] 4. Incident & Change Management Integration Work closely with Incident, Change, and Configuration Management teams. [Hi All, W...Manager | Viva Engage] Raise change requests to eliminate known problems and deploy permanent fixes. [Hi All, W...Manager | Viva Engage] 5. Governance & Process Compliance Ensure Problem Management processes adhere to ITIL standards. [Hi All, W...Manager | Viva Engage] Monitor SLA compliance, escalation adherence, and quality of problem records. [Problem Ma...agement JD | Word] Conduct and chair Problem Review meetings and Post Incident Reviews (PIRs). 6. Reporting & Analytics Prepare KPI reports, trend analysis, and performance dashboards. [Problem Ma...t SME - JD | Word] Analyze historical data to identify patterns and prevent future incidents. [Hi All, W...Manager | Viva Engage] 7. Continuous Service Improvement (CSI) Develop service improvement plans based on problem trends. [Problem Ma...t SME - JD | Word] Promote process optimization and operational excellence across teams. [Problem Ma...t SME - JD | Word] 8. Stakeholder & Team Coordination Coordinate across cross-functional teams, SMEs, and support groups. [Problem Ma...t SME - JD | Word] Provide clear communication to stakeholders on problem status and resolution progress. [IHG GSS CS...em Manager | Outlook]

Skill Requirements

Technical & Functional Skills Strong knowledge of ITIL Problem Management processes. [Hi All, W...Manager | Viva Engage] Experience with ServiceNow or similar ITSM tools. [IHG GSS CS...em Manager | Outlook] Understanding of cloud, application, and infrastructure environments. [Problem Ma...t SME - JD | Word] Expertise in data analysis, trend identification, and reporting (Excel, dashboards)

Other Requirements

Strong problem-solving and root cause analysis capabilities. [IHG GSS CS...em Manager | Outlook] Ability to translate complex technical problems into clear insights

Excellent communication and stakeholder management skills. [IHG GSS CS...em Manager | Outlook]\\\\r\\\\nAbility to collaborate across multiple teams and drive outcomes. [Problem Ma...t SME - JD | Word]\\\\r\\\\nStrong organizational and prioritization skills.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.