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Event and Problem Manager
4 weeks ago
*We will only be considering Australian Citizens and Permanent Residents for this role*
This role can located in either our Brisbane, Sydney or Melbourne Offices
ITSM Event & Problem Manager
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
We're searching for an Event and Problem Manager lead and govern the end-to-end event management lifecycle across Optus Enterprise Business. In this highly collaborative role, you'll drive operational readiness by aligning monitoring capabilities with customer and business needs—ensuring that alerts are meaningful, response-ready, and tied into broader ITSM processes like incident and problem management.
You'll work closely with teams across Digital Ops, Group IT, Platforms & Services, Products, and external vendors, playing a key role in driving continuous improvement, reducing noise, and enabling proactive service management through event intelligence.
Your Day-to-Day:
Govern and continuously improve the Event Management framework, policies, and lifecycle across platforms, tools, and client environments.
Work with engineering and operations teams to test, release, and optimize alerting capabilities—ensuring meaningful events lead to actionable responses.
Define and maintain event recipes and correlation rules to reduce alert fatigue, improve incident response, and deliver operational efficiency.
Act as a key stakeholder in SDLC and change processes, ensuring operational acceptance and early life support (ELS) of all new monitoring capabilities.
Drive collaboration across resolver groups, vendors, and client delivery teams to align monitoring insights with problem management and risk mitigation.
Oversee governance reporting, KPI measurement, audit support, and regular tuning to ensure events remain relevant and effective.
Work within the Problem Management team and be responsible for managing the lifecycle of problems to ensure continued commitments to Enterprise customers.
What We're Looking For:
Solid understanding of Event Management, monitoring tools, and service alerting technologies.
3+ years of experience in Service Management, IT operations, or enterprise monitoring within an ICT environment.
Incident and Problem Management experience.
ITIL Foundation certification required; deeper ITIL knowledge or alignment highly regarded.
Proven ability to govern complex processes and collaborate across a matrixed stakeholder environment, including external vendors.
Strong communication and negotiation skills, with the ability to present at senior stakeholder level.
Australian Citizenship required, with eligibility for AGSVA Baseline clearance.
What's in it for you?
3 days in the office, 2 days remote – with flexible hours to suit
Inclusive gender neutral paid Parental Leave of up to 16 weeks
Competitive leave including 2 additional 'Connected Leave' days
All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
Own your own growth by accessing an extensive online and facilitator led learning catalogue.
Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon (For Sydney based Candidates)
Ready to take the first step in your tech career? Apply now
Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.
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