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Problem Manager  


  • Pasig, Philippines
    Ortigas Ave, Ugong, Pasig, Metro Manila, Philippines
    Metro Manila
  • Full timeFULL_TIME

Expired a year ago

Job closed.

Job Description

Job Summary / Job Purpose

This role is primarily responsible for the Problem Management and Major Incident Handling discipline, ensuring an effective and coordinated processes are developed and practiced across the organization.

  1. General Responsibilities
  • Manage the overall process for a specific problem to solution.
  • Works with Incident Manager in identifying recurring incidents which are to be escalated as a problem.
  • Coordinates response to major incidents to ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services; coordinates with Service Desk and IT stakeholders to ensure accurate, appropriate, and timely communication.
  • Identifies, prioritize and assigs responsibility for problem.
  • Bring the right teams, tools, and information together for resolution.
  • Communicate with stakeholders.
  • Monitor the problem and known error resolution progress and perform required action.
  • Conduct problem review and document lessons learned.
  • Create and manage a knowledge base to maintain known errors and workarounds.
  • Build awareness of the Problem Management process across the IT group
  • Ensures Problem Management KPIs are reported and targets met .
  • Conducts postmortem review meetings following major incidents and issues a post mortem report to ICT Management

Minimum Qualifications

Job Specifications

  • Graduate of Bachelor's degree in Information Technology, Computer Science, Computer Engineering and / or other related courses.
  • At least 3-5 years of extensive work experience in related field.
  • Solid background on ITIL Processes, particularly on ITIL Incident and Problem management process and procedures
  • Strong organization skills and interpersonal skills with ability to motivate people for action across any organization/group
  • Good written and oral communication skills with ability to present to Management
  • Demonstrable customer management/service skills

Perks and Benefits

  • Mobile Phone DiscountMobile Phone Discount
  • Single Parent LeaveSingle Parent Leave
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Work from HomeWork from Home
  • Paid Sick LeavePaid Sick Leave
  • Performance BonusPerformance Bonus
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Transportation AllowancesTransportation Allowances
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans

Licenses and Certifications

  • ITIL v2 Service Manager

Preferred Courses

  • Information Technology

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Ortigas Ave, Ugong
Financial Services
1 opening

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BAYAD is the biggest and widest multi-channel payment platform in the Philippines to date. With more than 20 solid years in the business, Bayad continues to trailblaze the industry as it evolves from an over-the-counter payment collection service into a full-service fintech company, offering a whole suite of financial products and services, available in its physical (on-site) and digital (online) touchpoints. • Established in May 1996, Bayad pioneered the outsourced payment collection service in the country • A subsidiary of the Manila Electric Company (MERALCO) • Member of the MVP group of companies • Providing bills payment service to major corporations, financial institutions, and various retail establishments, Bayad makes payments more accessible through its more than 49,000 physical touchpoints nationwide • Powering the bills payment service of leading mobile applications and online platforms, Bayad expands its footprint in the digital space catering to more than 82 million digitally-inclined Filipinos • Consistently recognized by billing institutions, government agencies, and various organizations for its significant contribution in elevating the financial experience of the Filipinos Product & Services: Outsourced Payment Collection Services

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