Review incident and problem report to ensure clarity, accuracy, and completeness.
Summarize key findings, validate root causes, and document corrective and preventive actions.
Ensure Problem Management processes and reporting timelines are consistently followed.
Track the progress and closure of post‑incident reviews.
Identify recurring patterns or trends in incident data for further improvement.
Coordinate with cross‑functional teams globally to gather insights and align next steps.
Maintain structured documentation of RCAs, lessons learned, and preventive actions.
Prepare concise summaries and communication updates for management.
Support continuous improvement in RCA quality and problem management practices.
Contribute to the creation and maintenance of recovery playbooks and reference materials.
Requirements
Background in IT Support, Operations, Service Desk, BPO, Call Center, or similar service environments.
Experience documenting incidents, analyzing information, or supporting troubleshooting processes.
Demonstrated ability to manage multiple priorities and ensure process consistency.
Strong analytical skills with excellent attention to detail
Exceptional written and verbal communication abilities
Highly organized and methodical in managing documentation and follow‑ups.
Collaborative, proactive, and comfortable working across functions and time zones .
Calm under pressure, able to maintain quality and professionalism during time‑sensitive reviews.
Customer‑focused mindset with strong ownership and accountability.
Knowledge (Preferred, Not Required)
Familiarity with ITIL Problem Management or Incident Management workflows.
Basic understanding of IT Service Management (ITSM) concepts.
General awareness of IT infrastructure or support operations.
Tools & Systems
Ticketing / case management systems (e.g., ServiceNow, Jira, Remedy).
Excel or spreadsheet tools for data tracking and analysis.
PowerPoint for reporting and summaries.
Collaboration and communication tools (Outlook, Teams, Slack).
Use of AI in Hiring
Additional Information
At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
Role Overview
Broadridge is looking for a Senior Problem Manager that will ensures production incidents and problem investigation reports (PIRs) are thoroughly reviewed, accurately documented, and lead to meaningful preventive actions. This role focuses on analysis, documentation, coordination, and communication - not on technical troubleshooting.
You'll partner with cross‑functional technology and business teams to improve the quality and timeliness of root cause analysis (RCA) deliverables and enhance how incidents are managed across the organization.
This position is ideal for someone who enjoys identifying patterns, summarizing findings, and bringing structure to complex information. A background in IT support, operations, or service delivery (BPO, call center, or incident coordination) is valuable, though deep technical expertise is not required.
Broadridge · Manila - 6805 Ayala Ave