{"id":2418767,"url":"https://alion.io/job/cai-senior-problem-manager","title":"Senior Problem Manager","company":{"id":1819291,"name":"CAI","domain":"cai.io","url":"https://alion.io/company/cai-io","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":38000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3836},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-10-09T00:00:00Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-14T11:38:11Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Senior Problem ManagerReq number:\nR8695Employment type:\nFull timeWorksite flexibility:\nHybridWho we are\nCAI 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.\nJob Summary\nAs 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\nWe 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 isfull-time andhybrid in Mandaluyong City.\nThe 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.\nWhat You'll Do\nOwn and continuously improve Problem Management policies, processes, standards, templates, and governance frameworks\nDefine minimum standards for problem identification, triage, causal analysis, documentation, Known Error management, and closure\nEstablish governance mechanisms aligned with ITSM best practices and organizational requirements\nDefine interfaces and decision rights across Incident, Major Incident, Change, Knowledge, Configuration, Risk, Supplier, and Continual Service Improvement practices\nGovern the effective use of the ITSM platform and Problem Management controls\nIdentify opportunities to improve the maturity and effectiveness of the Problem Management practice\nEstablish proactive and reactive methods for identifying potential problems from incidents, service degradations, risk data, supplier performance, and operational trends\nAssess and prioritize problem candidates based on business impact, service harm, recurrence risk, value leakage, and remediation feasibility\nAnalyze trends and service management data to identify systemic issues across services, suppliers, and value streams\nDrive proactive problem identification activities to prevent recurring incidents and operational disruptions\nEnsure investigative effort is focused on areas delivering the highest organizational value\nLead problem investigations from initiation through closure\nDefine problem statements, scope, evidence requirements, impact assessments, and investigation plans\nFacilitate cross-functional investigation teams consisting of SMEs, service owners, process owners, suppliers, MSPs, risk teams, security teams, and business stakeholders\nChallenge assumptions and distinguish evidence from hypotheses throughout the investigation process\nApply structured root cause analysis techniques including: 5 Whys Fault Tree Analysis Pareto Analysis Timeline Analysis Barrier Analysis Hypothesis Testing\nManage investigation actions, dependencies, escalations, and decision points\nCoordinate with Incident and Major Incident Management teams to ensure evidence is collected and preserved appropriately\nDrive the development of workarounds, Known Error records, and corrective action plans\nEnsure findings are translated into actionable improvements and remediation activities\nCoordinate with delivery teams responsible for implementing corrective actions and permanent fixes\nSupport risk mitigation activities and service resilience improvements\nLink findings to Continual Service Improvement (CSI) initiatives where appropriate\nMonitor progress and effectiveness of corrective actions through closure\nEngage senior stakeholders, service owners, suppliers, and operational teams to drive accountability and progress\nProvide clear communication on investigation status, findings, risks, recommendations, and outcomes\nFacilitate governance reviews and problem management forums\nPresent complex technical findings in a manner understandable to both technical and executive audiences\nProduce decision-ready reporting and trend analysis using service management data\nWhat You'll Need\nRequired:Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, Operations, Risk Management, Data Analytics, or a related field, or equivalent experience\n7+ years of experience in IT Service Management, Service Operations, Reliability, Assurance, or Problem Management\n3+ years of experience leading cross-functional investigations, root cause analysis activities, or service improvement initiatives\nProven experience governing end-to-end Problem Management processes across complex enterprise environments\nExperience working within multi-vendor and service integration environments\nExperience converting investigation findings into workarounds, Known Errors, corrective actions, risk treatments, and service improvement initiatives\nStrong experience using service management data and trend analysis to identify systemic issues and prioritize investigations\nAdvanced analytical, investigation, facilitation, and problem-solving skills\nAbility to build hypotheses, evaluate evidence, and map causal relationships\nStrong stakeholder management skills with the ability to influence without direct authority\nExcellent communication, negotiation, interviewing, and conflict resolution capabilities\nAbility to manage multiple concurrent investigations within complex organizational environments\nPhysical Demands\nAbility to safely and successfully perform the essential job functions \nSedentary work that involves sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc. \nAbility to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor\nReasonable accommodation statement\nIf 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  (888) 824 - 8111.","description_format":"text","description_chars":6617,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T04:26:19Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely 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