Problem Manager

Overview

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

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).
• 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 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

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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