Unit Head

National Capital Region, Philippines
Mid Level
Posted 29 Oct 2026

CBC PCCI Designation: Problem Management Unit Head Office Location: CBC Head Office Position description: The Problem Management Unit Head is responsible for overseeing the day-to-day activities of Problem Management process to ensure delivery of high-quality IT support services to stakeholders.

Responsibilities

He/She will be responsible for ensuring that problems are identified, analyzed, and resolved to prevent recurrence and minimize the impact on the business, meeting targets and expectations for customer service and support performance, and implementing best practices to enhance the overall efficiency of Problem Management process.
He/She will also assist in the coordination of Service Desk Operations in relation to overall identification of problem candidates and handling of workarounds and known errors to minimize impact to production.
Problem Management 1) Develop, document and refine Problem Management processes to enhance efficiency and effectiveness.
Manage the lifecycle of all problems within the organization, ensuring all IT problems are logged and updated regularly until resolution.
Conduct thorough investigations to determine the root cause of problems, driving the RCA calls and coordinating with multiple support units 4) Collaborate with multiple support units to arrive at a permanent solutions or temporary workarounds if immediate resolution is not possible 5) Ensure analyses of incident trends, identifying repeat issues and measures for incident reduction.
Perform Problem Manager functions as required.
Continuous Improvement 1): Identify opportunities to enhance the processes, tools, and trainings to improve overall performance.
Drive improvement initiatives based on the issues encountered
Knowledge Management 1) Document problem resolution and root cause analysis results 2) Ensure that knowledge gained from problem resolution is captured and shared with relevant teams 3) Identify repeat issues and ensure that known error articles are created to document the workaround to help minimize production impact 4) Cascade of known error articles to relevant support teams for execution
Resource Management 1) Identify training needs for the problem management specialists to enhance skills and capabilities.
Service Reporting and Metrics 1) Develop, maintain, and monitor performance of Problem Management, providing regular reports to management on metrics, trends, and improvement initiatives.
ITSM Tool Management 1) Improve the tools and systems to ensure efficient and effective problem management process
#*Reporting Designation*# Reporting Department: IT Service Management Department Educational qualifications preferred

Requirements

#*Required Training/s*# Required work experience
#*Industry*# Role: #*Role*# Years of experience: At least 8-year work experience in IT Service Management or Support Operations At least 3-year work experience in Problem Management, Incident Management or similar functions
At least 3-year work experience in Service Desk Management or Customer Service Management is a plus

Experience in staffing and recruitment is a plus

#*Key Performance Indicators*# Required Competencies: #*Required Competencies*# Required Knowledge: #*Required Knowledge*# Required Skills: Knowledge in IT Service Management, ITIL V3 or V4 Knowledge in ServiceNow is a plus
Knowledge in Incident Management, Problem Management, Service Level Management, and Availability Management Strong written and oral communication skills
Critical thinking, strong sense of team work and attention to details
Experience in driving process improvement and collaboration with different support units

Preferred

#*Academic score*# Institution tier: #*Institution tier*# Required Certification/s: ITIL Certification and/or any IT Service Management Certification is preferred

Required abilities Physical

#*Physical*# Other: #*Other*# Work Environment Details: #*Work Environment Details*# Specific requirements

Travel

#*Travel*# Vehicle: #*Vehicle*# Work Permit: #*Work Permit*# Other details

Pay Rate

#*Pay Rate*# Contract Types: #*Contract Types*# Time Constraints: #*Time Constraints*# Compliance Related: #*Compliance Related*# Union Affiliation: #*Union Affiliation*#