Consultant guiding organizations on People & Culture frameworks through an HR subscription model. Develop and implement effective processes for business efficiency and employee experience.
About the role
- Problem Manager responsible for driving service reliability and root cause analysis within Defence ICT operations. Collaborating with teams to improve service delivery and incident management.
Responsibilities
- Operating the Problem Management processes, including criteria for identifying and prioritising recurring incidents and root causes
- Collaborate with resolvers groups to establish problem-solving frameworks and facilitate regular problem review meetings
- Lead and manage root cause analysis activities, ensuring timely resolution and documentation of known errors and workarounds
- Coordinate with vendors and internal stakeholders to drive service improvements and reduce incident recurrence
- Analyse incident trends and performance data to proactively identify systemic issues and recommend strategic solutions
- Maintain the Problem Management database and ensure compliance with Defence standards and security protocols
- Provide leadership and guidance to technical teams, promoting a culture of continuous improvement and client-focused service delivery
Requirements
- Australian Citizenship and ability to obtain and maintain a security clearance (NV1 or higher)
- Strong background in IT operations, incident and change management, and vendor coordination
- Proven experience in leading Problem Management functions in large-scale environments
- Excellent communication, stakeholder engagement, and analytical skills
- Tertiary qualifications in Information Technology, Engineering, or a related field
- ITIL Foundation certification (Intermediate or Expert level desirable)
- Minimum 5 years’ experience in ICT service management, with demonstrated success in problem resolution and service improvement
- Experience in Defence or other secure government environments is highly regarded
Benefits
- Positive work-life balance
- Hybrid working arrangements
- Learning and development opportunities
- Access to numerous external certifications
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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