Problem Coordinator

The Problem Coordinator plays a major role in business success by managing the process of restoration of services during technical outages, identifying the cause of issues by conducting root cause analysis (RCA's) and developing long term fixes for recurring issues.
You will be a trusted advisor to your portfolio of customers, represent the business positively and manage customer relationships and expectations during any incidents.
The company:
Highly regarded, Australian owned managed services provider
Longstanding, legacy client relationships
Sydney CBD based with flexible work arrangements
The role:
Measuring and delivering services in accordance with agreed customer SLA's
Be a reliable and trustworthy partner who can consult with external and internal stakeholders
Finding the root cause analysis (RCA's) of recurring incidents
Managing and communicating with internal and external stakeholders during high severity issues (P1's and P2's)
Support continuous improvement of services adhering to ITIL best practices
You have:
2+ years experience in a ITIL Problem Management
Experience dealing with high stake clients
Experience with Service Now ITSM
ITIL Foundation v3 (minimum)
Exposure to AWS, Azure or GCP
Ideally, a previous background working in an MSP
Aboriginal and Torres Strait Islander Peoples are encouraged to apply. To apply please click apply or call Sam Jamshed on 02 8289 3159 for a confidential discussion.
The Problem Coordinator plays a major role in business success by managing the process of restoration of services during technical outages, identifying the cause of issues by conducting root cause analysis (RCA's) and developing long term fixes for recurring issues ...