it - problem MANAGERSecurity Bank

About Security Bank
We are the Philippines' largest independent bank, having won countless awards over the years, including one of Euromoney's most prestigious industry awards in 2021-Best Bank in the Philippines.
We're changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.
Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we're far from done.
In our constant pursuit of excellence and improvement, we create teams that support our business and each other.
The Role
The Problem Manager is the process owner, responsible for the delivery of all Problem Management functions that includes identification and qualifying of incidents into Problem, systematic investigation, and analysis of Problems to determine its root cause, fixes, preventive measures and ensures after-action items are implemented to prevent problem recurrence.
How you'll contribute
1. Analytical and Critical Thinking
Responsible for the assessing and qualifying incidents into a Problem.
Responsible for initiating and facilitation of Root Cause Analysis (RCA) discussions with relevant parties.
Identifies the underlying root cause of a Problem and initiate the most appropriate problem solution and provide a temporary workaround if needed.
Assist in developing strategic IT processes based on ITIL best practices.
2. Effective Communication Skills
Responsible for the creation, assignment PR tasks to Platform teams and collection updates from Platform team.
Reports PR progress in the ITG Operations Meeting upon assignment by IT-Service Management Head.
The IT-PRM shall initiate and facilitate RCA discussions with IT-Incident Manager, Platform Team, Vendor, IT-Release and Change Manager and as necessary or any involved party to gather further information for analysis and formulate action items.
Manages the day-to-day activities as a member of the Problem Management team like follow up on open records and tasks, Known Error Management, etc.
Provides high quality RCA (Root Cause Analysis) document to the stakeholders.
3. Information / Records Administration
Creation of RCA document to record the result of investigation, analysis together with the workaround (if applicable) and action items for resolution.
Sends the RCA document via an email to the stakeholders after gathering all necessary approvals.
Updates the Problem Record in ESM with the attached RCA document.
Manages the Problem Records in ESM to log the progress of each problem.
Responsible for the creation, assignment PR tasks and collection updates to Platform teams.
Responsible for monitoring of implementation of fixes to production.
Responsible for the creation publishing and managing of Known Error (KE) Document via ESM.
4. Leadership / Management
Drives the root cause identification and the implementation of fixes and preventive measures to production.
Generates the weekly and monthly reports as requested by different teams.
Reports Problem Record progress in the ITG Operations Meeting and other meetings requiring Problem Record reports.
5. Quality Orientation
Ensures that all action items are performed based on the agreed timeline.
Ensures that all RCA documents are released to the stakeholders within the specified SLA.
Monitoring of fixes and preventive measures to ensure its effectivity.
What we're looking for
Information Technology Infrastructure Library (ITIL)
Computer/Telecommunication, Computer Science/Information Technology, Business Studies/Administration/Management
Strong analytical skills.
Ability to navigate complexity and create collaborative, cross-functional solutions.
Able to translate complex issues in an understandable, organized way.
Working knowledge of ITIL based ticketing systems.
High degree of organizational skills.
Security Bank

Makati City, Metro Manila
Permanent
Full-time