Problem Manager

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.  
 

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. 
 

We’re looking for a motivated and detail-oriented Problem Manager to join our Managed Service Operations team within Optus Enterprise & Business.

In this role, you’ll lead the end-to-end problem management lifecycle—investigating root causes, reducing incident recurrence, and improving service health for enterprise clients. Working within an ITIL-based framework, you’ll collaborate across incident, change, and configuration management teams, as well as external vendors and delivery partners.

While a technical background is highly valued, we’re also open to experienced service management professionals with strong stakeholder engagement skills and a passion for driving continuous improvement.

Your Day-to-Day:  

• Coordinate the identification, investigation, and resolution of technical problems, working across resolver teams and vendors to deliver root cause analysis and permanent fixes.


• Maintain accurate problem records and manage known errors through a robust KEDB to support incident diagnostics and prevention.


• Analyse trends across incidents and problems to proactively recommend and drive service improvement initiatives.


• Collaborate with internal teams and external partners to minimise the impact of unresolved or repeat issues across client environments.


• Produce clear, insightful reports and present findings to internal and external stakeholders, contributing to continuous improvement and audit compliance.


• Ensure all process documentation and work instructions remain up to date and aligned with ISO 20000 and ITIL best practices
  
  

What We're Looking For:  

• Minimum 3 years’ experience in Problem or Incident Management, ideally in an enterprise or managed services environment.


• Working knowledge of ITIL frameworks (Foundation required; OSA or Intermediate level highly regarded).


• Strong stakeholder management and coordination skills, with the ability to engage across technical, delivery, and customer teams.


• Confident in conducting root cause analysis, managing known errors, and delivering practical, long-term solutions.


• Intermediate Excel or reporting platform experience, with the ability to interpret data trends and provide clear reporting.


• Australian Citizenship required, with eligibility for AGSVA Baseline clearance (current clearance desirable).


• Technical knowledge of voice, data, or infrastructure environments is advantageous, but not essential.

What’s in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.


• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.


• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym, and on-site childcare centre.


• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.


• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.


• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.


• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).


• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.


• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity

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