Capgemini is seeking a Problem Manager to lead the Problem Management function within Defence ICT operations. This role focuses on identifying and resolving the root causes of recurring incidents, improving service reliability, and driving long-term solutions through collaboration with internal teams and external service providers.
Primary Purpose Of The Role
The Problem Manager is responsible for operating the Problem Management processes, including criteria for identifying and prioritising recurring incidents and root causes.
Key Responsibilities
- Operating the Problem Management processes, including criteria for identifying and prioritising recurring incidents and root causes.
- Collaborate with resolvers groups to establish problem-solving frameworks and facilitate regular problem review meetings.
- Lead and manage root cause analysis activities, ensuring timely resolution and documentation of known errors and workarounds.
- Coordinate with vendors and internal stakeholders to drive service improvements and reduce incident recurrence.
- Analyse incident trends and performance data to proactively identify systemic issues and recommend strategic solutions.
- Maintain the Problem Management database and ensure compliance with Defence standards and security protocols.
- Provide leadership and guidance to technical teams, promoting a culture of continuous improvement and client-focused service delivery.
Your Profile
Essential Requirements
- Australian Citizenship and ability to obtain and maintain a security clearance (NV1 or higher).
- Strong background in IT operations, incident and change management, and vendor coordination.
- Proven experience in leading Problem Management functions in large-scale environments.
- Excellent communication, stakeholder engagement, and analytical skills.
Qualifications & Experience
- Tertiary qualifications in Information Technology, Engineering, or a related field.
- ITIL Foundation certification (Intermediate or Expert level desirable).
- Minimum 5 years’ experience in ICT service management, with demonstrated success in problem resolution and service improvement.
- Experience in Defence or other secure government environments is highly regarded.
What You’ll Love About Working Here
- You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts.
- We aim to build an environment where employees can enjoy a positive work-life balance.
- At the heart of our mission is your growth opportunities.
- We realise a Total Reward package should be more than just compensation.
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📌 Problem Manager
🏢 Capgemini
📍 Australia