Problem Manager

2 days ago

Sydney, New South Wales, Australia Cox Purtell Staffing Services Full time $80,000 - $120,000 per year

Join a global technology leader supporting mission-critical cloud services used by millions worldwide.

We're seeking a Problem Manager to help strengthen reliability across large-scale infrastructure systems, uncovering why incidents happen and ensuring they don't happen again.

This role sits at the intersection of investigation, coordination, and communication. You'll dig into outages, guide technical experts through structured root-cause analysis, and craft clear, customer-ready explanations of what occurred and how it's being prevented in future.

What you'll do

  • Lead root-cause investigations using the 5 Whys method across complex cloud infrastructure events.
  • Coordinate global engineering and operations teams to gather information and drive accurate conclusions.
  • Produce post-incident reports (customer-facing RCA documentation) within a five-day delivery window.
  • Capture internal learnings and influence systemic remediation and process improvement.
  • Work as part of a global Problem Management function (spanning the US, Australia, India, Canada, and Europe).
  • Operate within a follow-the-sun model, Sydney coverage during standard business hours.

What you'll bring

  • 6+ years' experience in Problem, Major Incident, or Program/Project Management within enterprise or cloud infrastructure environments.
  • Excellent written and verbal communication, capable of distilling technical detail into crisp, executive-level summaries.
  • Familiarity with ITIL frameworks and problem/incident lifecycles.
  • Comfortable coordinating SMEs rather than performing hands-on engineering fixes.
  • Australian citizenship (required to support regulated/government customers).
  • Based in Sydney, available for a hybrid arrangement (minimum two days per week in office).

Nice to have

  • Experience with Service Management platforms (e.g., ServiceNow or similar).
  • Background in enterprise cloud infrastructure operations or reliability.
  • Exposure to structured investigation tools like 5 Whys or fishbone analysis.
  • Strong technical writing skills; writing samples or RCA examples are advantageous.

The offer

  • 6-month contract (initially until March 2026) with potential extension or conversion based on business needs.
  • Opportunity to work across a global environment where reliability and communication directly impact customer trust.
  • Security clearance sponsorship managed post-hire for eligible candidates.

Ready to turn complex incidents into clarity and prevention? Apply now or contact us for a confidential conversation.

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