**Location**: Macquarie-Park, NSW
**Company**: Optus
**Type**: Full Time
**Job ID**: 161122
**Date**: 6 October 2024 1:54 AM
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.
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.
**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.
The good stuff
3 days in the office, 2 days remote - with flexible hours to suit
Inclusive paid parental leave, up to 14 weeks for the primary care giver
All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'
Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
At Optus, we have an ambitious goal to be Australia's most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.