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Problem Coordinator

4 months ago

Sydney, New South Wales, Australia AC3 Full time
Voted 4th Best Place to Work in Australia

  • We invest in our people
  • Training, Certifications and Career Progression
  • Cuttingedge, exponentially growing technology company

Who are AC3?
AC3 is a privately owned Australian ICT Managed Services Provider (MSP).

Founded in 1999, our purpose is to make technology real and with over virtual machines under management, we do this for more than half of the NSW State Government agencies and over 1000 commercial customers.


We are a growing business with a focus on three technology areas - Cloud, Infrastructure and DevOps, Cyber Security, and Applications & Data.

We support our customers at every step of their technology journey, Change your business, Run your business in the cloud, Secure your business, Get more value from IT and Find the right people

About the role


Our Problem & Incident function manages the processes to restore normal service operations as quickly as possible to minimise business impact during service outages.

Additionally, this role manages the processes to identify the root cause of outages, develop solutions and/or authorised workarounds intended to alleviate the recurrence of known incidents and/or minimize recurrence impact.

As a key member of the team, you are assuming responsibility for providing consistent, trusted and high-quality problem management to your assigned portfolio of customers and operational services.


  • 2+ years' experience, in ITIL Problem Management Administration.
  • Proven experience in technology, people leadership & management
  • Extensive experience in customerservice.
  • Proven experience managing multiple tasks in a busy environment and working under stress in emergencies, and demonstrating flexibility to handle pressure coming from all directions simultaneously
  • Demonstrated commitment to customerservice, continuous improvement and ethical business practices
  • Strong analytical, problem solving and conceptual skills
  • Extensive experience in establishing and maintaining customer relationships with confidence
  • ITIL V3 qualified

What's in it for you?
- $84,000 base salary, 5% bonus, plus super

  • Investment in your certifications
  • Provide you with True Flexibility in the workplace
  • Personal and professional development. We offer a range of training, from access online learning portals to technical training, to custombuilt inhouse training programs.
  • Our people are the backbone of our business and we believe in providing them every opportunity to grow and develop.
  • Plus many more exciting benefits

Culture
Voted 4th Best Place to work at. Culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work.

We believe it's important that everyone is heard and treated with respect, whether you have the next big idea or simply a question.

We keep it simple and live by our fours ways of being:

Own It:
If I say I'm going to do it, I do it. And I give it my all.

Better It:
I take the current status quo and make it better.

Brave It:
I listen, say what needs to be said, and do the right thing. Especially when it's tough.

Enjoy It:
I take my work seriously, but don't take myself too seriously.