Datacom
Information Technology and Services
SeniorProblemManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Problem Manager at Datacom. Skills: Problem management, Root cause analysis, Service delivery. Lead Problem Management processes. Conduct Root Cause Analysis for major problems”
Industry & Context.
Root cause analysis; Problem solving
Australian Citizenship, Eligibility to obtain NV1 Clearance
What They're Looking For.
Must Have
5 years’ experience in a Problem Manager Role or similar, Worked in an IT managed service environment, Solid understanding of ITIL Foundation, Australian Citizenship, Eligibility to obtain NV1 Clearance
Nice to Have
Detailed understanding of a wide range of technologies, Keen interest to apply and develop problem management skills
What You'll Do.
Lead Problem Management processes
Conduct Root Cause Analysis for major problems
Drive required fixes to completion
Maintain governance across non-major problems
Ensure agreed service levels are met
Adhere to all relevant procedures
Build trusted relationships with customer
Build trusted relationships with Datacom teams
Lead planning workshops
Identify technical problems
Resolve technical problems
Understand customer requirements
Assess solutioning options
Solution options for consideration
How You'll Work.
Team & Collaboration
Datacom delivery teams; Account Operational Managers; Extended Problem Management team; Customer (Senior Management and Operations Teams); Third-party vendors
Full Job Description
**Our purpose** Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. **Our team** This is an excellent opportunity for someone keen for the next step in their Service Delivery career, joining a fantastic team of peers with a chance to learn from some of the best! You will be part of our extensive Customer Delivery business who support each other working collaboratively across locations. **About the Role** The Senior Problem Manager is responsible for providing highly skilled services within the Problem Management area. You will work cooperatively with Datacom delivery teams and the Account Operational Managers to ensure that major incidents have root causes identified and solutions sought to prevent them from happening again. You will also work collaboratively with the extended Problem Management team across Australia and New Zealand. **** This role requires Australian Citizenship and Eligibility to obtain a NV1 Clearance **** **What you’ll do** As Senior Problem Manager you are accountable for, but not limited to: * Leading Problem Management processes, including conducting Root Cause Analysis for all major problems, driving required fixes through to completion, and maintaining governance across all non-major problems. * Providing strong leadership, ensuring that agreed service levels are met and all relevant procedures are adhered to. * Building trusted relationships with the customer (Senior Management and Operations Teams) and Datacom teams to enable effective delivery and collaboration * Leading planning workshops and working the with the relevant technical delivery teams to ensure that technical problems are identified and resolved * Taking responsibility for understanding customer requirements, assessing and solutioning options for consideration by key stakeholders to enable informed decision making. **What you’ll bring** The ideal candidate will hav
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