Problem Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Problem Manager (Managed Service Operations): Leading the end-to-end problem management lifecycle for enterprise clients with an accent on root cause analysis, incident recurrence reduction, and service health improvement. Focus on collaborating across technical teams and vendors within an ITIL-based framework to drive continuous service improvement.
Location: Must be based in Macquarie Park, NSW, Australia (Hybrid: 3 days in office, 2 days remote).
Company
A leading Australian telecommunications company dedicated to innovation and creating strong connections through a diverse and inclusive workforce.
What you will do
- Coordinate the identification, investigation, and resolution of technical problems across resolver teams and vendors.
- Maintain accurate problem records and manage known errors through a robust KEDB.
- Analyse incident and problem trends to proactively recommend service improvement initiatives.
- Collaborate with internal and external partners to minimise the impact of repeat issues.
- Produce insightful reports and present findings to stakeholders to support audit compliance.
- Ensure process documentation remains aligned with ISO 20000 and ITIL best practices.
Requirements
- Australian Citizenship required with eligibility for AGSVA Baseline clearance.
- Minimum 3 years of experience in Problem or Incident Management in an enterprise environment.
- Working knowledge of ITIL frameworks (Foundation required).
- Strong stakeholder management and coordination skills.
- Proficiency in data analysis and reporting using Excel or similar platforms.
Nice to have
- ITIL OSA or Intermediate level certification.
- Technical knowledge of voice, data, or infrastructure environments.
- Current AGSVA Baseline clearance.
Culture & Benefits
- Flexible hybrid working arrangements.
- Competitive remuneration with colleague discounts on products and retail partners.
- Access to an office campus with gym, childcare, and medical services.
- Inclusive parental leave policy of up to 16 weeks.
- Professional development through U micro-credentials.
- Comprehensive wellbeing support with 24/7 access to counselling services.
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