Problem Manager
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Problem Managementroot cause analysisincident managementchange managementservice improvementdata analysisIT operationsvendor coordinationICT service management
Soft skills
leadershipcommunicationstakeholder engagementanalytical skillscollaborationcontinuous improvementclient-focused service delivery
Certifications
ITIL Foundationsecurity clearance (NV1 or higher)