Problem Manager

Our Purpose

Datacom connects people and technology to solve challenges, create opportunities and discover new possibilities for the communities we live in. Our culture is built on trust and respect for our employees and customers.

Culture

We are one of Australia and New Zealand's largest suppliers of Information Technology professional services. We maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy.

At Datacom, you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy.

We operate at the leading edge of technology to help ANZ's largest enterprise organisations explore possibilities and solve their greatest challenges.

Role Overview

The Problem Manager is responsible for managing the lifecycle of Problems that occur within the IT infrastructure. This includes identifying, documenting, investigating, and resolving Problems to minimise their impact on services and prevent their recurrence.

Role Responsibilities

The Problem Manager is responsible for:

• Ensuring all problem candidates are recorded in the nominated ITSM tool with a clear problem statement.
• Ensuring Problem candidates are reviewed and validated as warranting a problem investigation and have proper constructed problem statements and are prioritised correctly.
• Ensuring the allocation of problem ownership within areas of expertise and ownership of problem actions are accepted by relevant operational groups or third-party suppliers.
• Communicate workarounds and fixes in the ITSM tool and knowledge repositories.
• Coordinating with assigned technical resources to ensure timely completion of root cause investigation and propose corrective actions options in line with service level targets.
• Ensuring root cause analysis is performed and corrective actions are identified while meeting or exceeding the associated service level targets.
• Ensuring corrective actions always follow the documented change enablement process.
• Work with the technical resources to confirm corrective action/s have eliminated/mitigated the impact of the problem to a sufficient level.
• Ensure all mandatory problem fields/details/artifacts are updated in the ITSM tool prior to problem resolution.
• Produce and publish reports for both Datacom and customer consumption containing key Problem management metrics, areas of accomplishment, and opportunities for continual improvement.
• Coordinates regularly scheduled Problem Management operational meetings.
• Displays a high level of operational discipline, ensuring Datacom and client processes, policies and procedures are followed and adhered to.
• Be part of an effective team that works collaboratively toward achieving the organisation's goals.
• Expected to undertake occasional irregular working hours.
• Responsible for implementing a principle driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.
• Takes reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reports all incidents, hazards or unsafe work practices as per Datacom policy.

Requirements

Knowledge

We require a basic understanding of IT architecture, both infrastructure and applications.

Experience

We need someone with 5 years of experience within corporate IT, either from a business or technical background. At least 2 years of this experience should be in a Problem Manager role.

Skills

The ideal candidate will have:

• Strong communication and interpersonal skills.
• Strong ability to work well under stress and pressure.
• Ability to work on complex issues where analysis of situations or data requires evaluation of relevant factors.
• Ability to negotiate and influence effectively.
• Proven analytical and problem-solving skills.
• Ability to escalate with a solution focus.
• Ability to work with both technical and non-technical employees at all levels of the organisation.
• Effective presentation and report writing skills with the ability to convey technical information across various levels.

Benefits

We offer a hybrid work setup, flexible work schedule, and a balance between work and life. Our office is located in BGC Taguig. We also provide exciting perks such as spotter fees, HMO with Free 4 Dependents, Leave credits, Performance bonuses, and a work-life balance environment.