Problem Manager

• We’re on a mission to redefine the customer experience, and we need a passionate
• Problem Manager to join our
• Service Management team in

Melbourne .

The

Problem Manager will be responsible for the effective delivery and ongoing maturity of CT’s Problem Management process across a shared services environment.

Working with customers, technical teams, Service Delivery Managers and the broader Service Management team, the role focuses on identifying recurring issues, coordinating investigations and supporting actions that reduce service disruption and operational risk.

The ability to obtain a Government security clearance will be required.

What you'll do

• Manage the end-to-end Problem Management process across a diverse customer base in a managed services environment.
• Identify and assess problem candidates from recurring incidents, major incidents, service trends, customer concerns and operational risks.
• Coordinate technical investigations and root cause analysis across internal teams, customers, vendors and third parties.
• Maintain accurate problem records, including investigation progress, findings, known errors, workarounds and corrective actions.
• Track corrective and preventative actions to completion, escalating stalled investigations, overdue actions and service risks as required.
• Analyse incident trends to identify recurring issues and recommend proactive service improvements.
• Support the maturity of the Problem Management practice through improved reporting, trend analysis and process consistency.
• Support Incident and Major Incident Management during high-impact incidents or periods of increased demand.
• Coordinate post-incident reviews and ensure actions are assigned and progressed through the appropriate governance processes.
• Ensure recurring or significant incidents are transitioned into Problem Management where appropriate.
• Act as the primary Problem Management contact for customers, Service Delivery Managers and technical teams.
• Communicate investigation progress, root cause findings, risks and corrective actions to stakeholders.
• Facilitate Problem Management review meetings and collaborate with Service Delivery Managers on customer improvement priorities.
• Provide guidance on Problem Management processes, root cause analysis and investigation quality.
• Escalate recurring service failures, stalled investigations and overdue actions to the appropriate operational leaders.
• What you'll bring
• Demonstrated experience in IT Problem Management within an ITIL-aligned service management environment, including technical investigations, root cause analysis and corrective action management.
• Experience supporting Incident or Major Incident Management activities, including coordination, escalation, stakeholder communication and post-incident review.
• Strong analytical and investigative skills, with the ability to interpret incident data, identify recurring patterns and distinguish symptoms from underlying causes.
• Strong stakeholder engagement, facilitation and written communication skills, with the ability to influence stakeholders and produce clear investigation reports, incident timelines and customer updates.
• Proven ability to work independently across multiple customers, services and competing priorities in a shared services, managed services or enterprise IT environment.
• Strong organisational skills and a practical process mindset, balancing governance, service risk, operational efficiency and continual improvement.
• ITIL Foundation certification is expected; further ITIL, Problem Management, Incident Management or broader Service Management certifications would be highly regarded.
• Ability to obtain and maintain an Australian Government Security Clearance.
• Why You'll Love Working Here
• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want.

Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

Note: A valid Vulnerable People / Working with Children Check and Police Check are required.

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