Manager, Problem Management

Hiring Manager: Numan Sherazi
- Location: Glebe & North Sydney

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

**Manager, Problem Management** is a senior member of the Technology Operations team with practical and implementation experience of managing Problem Management activities across all Technology domains at TPG Telecom. The individual in this role will have demonstrated experience in managing Problem Management activities in-line with the ITIL v4 principles and in accordance with TPG Telecom risk management framework.

**Responsibilities**
- Lead the Problem Management practice ensuring technical problems are addressed following TPG Telecom risk management framework.
- Implement and manage a Problem Management framework applicable across all Technology domains, including internally managed domains, and service providers
- Manage a Service Assurance framework with our vendors to oversee Problem Management activities
- Ensure the Problem Management framework, policy, and process is well understood and followed by all Technology teams, and ensuring policy and procedures are documented and reviewed regularly.
- Act as the escalation point for the Problem Management practice, resolving conflicts and managing escalations.
- Design and implement initiatives targeted at improving efficiencies in process and systems.
- Develop and manage the quality assurance framework across the Problem Management practice, measure and frequently report on key quality metrics.
- Report and present KPIs and updates from the Problem Management practice.
- Contribute towards internal and external audits on behalf of the Technology Operations.
- Ensure Risks/ Issues are being actively progressed minimising business risk for Operational teams.

**Knowledge and experience**
- Excellent verbal and written communication skills
- Confident managing stakeholders at all levels
- Excellent consultation and presentation skills interfacing with Technical and Business stakeholders, and leaders across the Technology organisation
- 3-5 years of experience in a Technical Leadership role in a matrixed structure
- Solid background in ITILv3/4 (v4 Foundations certified), Lean Six Sigma
- Strong technical background in Telecommunications, preferably has worked as a Senior Engineer and is looking to pursue a career in technical management
- Able to smoothly navigate in a matrixed organisation, seeking consensus and buy-in, and holding others accountable
- Excellent time and stakeholder management
- Excellent identifying and managing Technology risks impacting business outcomes

**Benefits and perks**
- Flexible hybrid way of working (work from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

If you think the power of people and collaboration can make a meaningful difference in the world, then **APPLY NOW** to help us build a better future.

**Bolder and better together