Problem Manager

Your Role

Primary Purpose of the Role

The Problem Manager is responsible for leading the Problem Management function within Defence ICT operations. This role focuses on identifying and resolving the root causes of recurring incidents, improving service reliability, and driving long-term solutions through collaboration with internal teams and external service providers.

Key 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.

Your Profile

Essential Requirements

• Australian Citizenship and ability to obtain and maintain a security clearance (NV1 or higher).
• Currently living in Canberra (Australia)  
• 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.

Qualifications & Experience

• 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

What you’ll love about working here 

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’. 

Apply today!