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Full time
Job Category:
Information Services
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Problem Manager
Singtel | Brisbane, California
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Job Description

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As the Problem Manager you will have responsibility for managing, implementing and refining the problem management lifecycle and the management of problem tasks within that lifecycle. The position will also be responsible for problem control and error control processes within Optus businesses Global Operations division.


This role will work within an ITIL based framework and you will need to interact with other ITIL processes such as Knowledge, Incident, Change and Configuration management. You will be responsible for driving down incident trends within Optus Business (OB) and the environments that we manage for our clients. The role will also be accountable for effective root cause investigation, problem resolution and implementation, the integrity of the known error database and the impact reduction of incidents that can’t be prevented.


Additionally, you will do this by ensuring policy, processes and procedures are in place to support business operations. You will facilitate the integration of effective IT Service Management processes into the day to day operation, undertake reporting and analysis, and monitor continual service improvement initiatives across the IT delivery function. It is expected that you will also use your initiative to take ownership of any process related issues and work with other support groups, client stakeholders and vendors to ensure process objectives and service deliverables are met.


What makes you perfect for the role?


  • Strong Service Management Knowledge with ITIL Foundation or OSA Certification; 
  • Tertiary qualified in a technical / process background in a similar ICT field / environment; 
  • Significant Incident and Problem Management experience with strong stakeholder management expertise;
  • Able to drive process improvement across a diverse and heavily matrixed organisation; 
  • Ability Interact at all levels including technical, Management and Senior Leadership; 
  • Strong influencing & negotiation skills and able to operate at all levels of the organisation including external customers and partners; 
  • Team player demonstrating maturity and a positive attitude towards change and methodical and logical approach to managing problems; 
  • Self-directed, self-motivated with high levels of personal commitment and willingness to accept responsibility; and 
  • Advanced interpersonal skills and organisational skills, with outstanding commitment to customer service. 


If this sounds like you, please apply in confidence via the online link below.




Heads Up!!
Due to the fast paced nature of the Optus business, our vacancy close dates may be subject to change. Don't delay, make sure you apply as soon as possible. We will assess applications as they are received.
One last thing, Optus operates a direct sourcing model so no agency introductions, sorry folks.

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