
Problem Manager
2 weeks ago
**Problem Manager**:
**Date**:20 Dec 2024
**Location**: Macquarie Park, Australia
**Company**:Singtel Group
**Why Optus?**
We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.
And that’s where we come in. “**the amazing people**” part
We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.
This role will support the delivery of the largest Federal Government Contact Centre.
**Your day to day will consist of...**
- **Problem lifecycle management**: To analyse root cause, identify Known Error and coordinate actions across resolver groups to fix the issue.
- **Problem management reporting**: Reviewing problem trends to plan and drive improvements
- **Risk Identification**:Contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities.
- **Audits and Compliance**: Ensure that all process documentation and work instructions are up to date and readily available
- **Continuous Improvement**:Prevent recurrence of issues by identifying root cause and implementing fix
**What makes you perfect for the role?**
- Tertiary qualification or technical / process background in a similar field
- Demonstrated Incident and Problem Management experience
- Solid understanding of Problem Management techniques
- Experience within a service operations / service assurance function within an ICT environment
- You must be an Australian citizen and be eligible for Federal Government security clearance
**Optus is a place where we let you do you. We offer a range of benefits including**:
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- 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 - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- 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
Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn
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