Incident & Problem Manager

Description:

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 is a large two-year program to refresh the LAN/WAN/ Wi-Fi platforms onto Aruba technology as well as integrating with the shared common services and Optus management platforms as well as AWS and Zscaler. All successful candidates will need to be Australian Citizens and be able to be security cleared for the program.

The Problem and Incident Manager is responsible for managing and coordinating all aspects of the problem and incident management processes within service delivery.

Ready to reimagine your career at Optus?
 

• Incident Management: Monitor the service desk and system alerts to identify incidents quickly and take immediate action to mitigate impact.
• Problem Management: Lead problem investigations to determine the root cause of recurring incidents, applying methodologies such as 5 Whys or Ishikawa diagrams.
• Continuous Improvement: Review and refine the incident and problem management processes regularly to ensure efficiency and alignment with industry best practices (e.g., ITIL).
• Governance and Compliance: Ensure that all incidents and problems are managed in accordance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
   

It starts with you!
 

• Proven experience in incident and problem management, preferably within an ITIL framework.
• Proficiency in IT Service Management (ITSM) tools ServiceNow and Jira.
• Strong analytical skills to assess incidents, identify patterns, and determine root causes.
• You must be an Australian citizen and be eligible for Federal Government security clearance.