Hybrid Senior Problem Manager

at Broadridge

• Job title: Senior Problem Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Manila, Philippines

About the role

• Senior Problem Manager leading global, cross-functional initiatives for technology incidents at Broadridge. Strengthening operational resilience and elevating incident management practices within ITIL framework.

Responsibilities

• Lead and coordinate global teams to investigate major technology incidents and perform Root Cause Analysis (RCA) through resolution
• Ensure adherence to ITIL Problem Management processes and timely completion of incident postmortems
• Partner with engineering and infrastructure teams to identify improvement opportunities and eliminate recurring issues
• Maintain and enhance recovery playbooks for commonly occurring incidents
• Drive executive-level communications, ensuring clear and consistent reporting during and after critical events
• Collaborate globally with peer problem managers on resource planning, priorities, and issue resolution
• Lead post-incident reviews and manage follow-up programs to strengthen overall operational resiliency
• Support audits, reporting, and continuous improvement projects related to incident and problem management

Requirements

• 5+ years of experience in Problem or Incident Management within large-scale or global IT environments
• Strong understanding of the ITIL framework, particularly Problem and Incident Management processes
• Proven experience managing major incidents across infrastructure, network, and application domains
• Bachelor’s degree in Computer Science, Engineering, Business, or a related discipline (or equivalent experience)
• Superb communication skills, capable of engaging confidently with senior leadership and technical teams
• Strong organizational, prioritization, and crisis management skills in high-pressure environments
• Demonstrated ability to lead cross-functional initiatives and influence without direct authority
• Customer-focused mindset with a proactive and ownership-driven approach
• Familiarity with ITSM tools and reporting (e.g., ServiceNow) is a plus
• Background in financial services or other regulated industries preferred.

Benefits

• Professional development opportunities
• Educational opportunities, including formal classes, training programs and events
• Access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program