Problem Manager

Our WhyDatacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.About the Role (your why)Our IT Service Management team are a passionate bunch, and we genuinely care about maximising the value and service we deliver to our clients. If you get a real kick out of positively impacting some of Australasia’s brightest organisations, read on!In this highly visible role as a Problem Manager, you will undertake work activities relating to problem management, and exercise autonomy and initiative when driving investigations to identify the root cause of problems, mitigating actions and service improvement initiatives.To be successful in this role, you will require Australian Citizenship due to customer requirements and existing Baseline or NV1 Clearances will be highly regarded.Our offices are based in Canberra, we like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. This is a hybrid role where you will be based in the Canberra office 3 days a week and WFH 2 days per week.What you’ll doAs Problem Manager you will:

• Play a key role in ensuring the restoration of stability to the client’s infrastructure environment by identifying problem areas through thorough diagnosis and identification of root causes
• Work with the delivery teams to identify and implement resolutions, reduce the impact of incidents, and improve the availability systems and services to our customers
• Work on the development and maintenance of documentation.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.What you’ll bringWe are looking for someone who is proficient in leading the problem resolution process to solve technical issues and develop a strong cross-team cooperation. You will need excellent interpersonal/ stakeholder management skills, ITIL certification and a solid understanding of IT Service Management. You will have extensive Problem Management experience in a complex IT environment, preferably within managed services.The following will be highly desirable:

• Exposure to ITSM tools including Cherwell, ServiceNow and Remedy
• ITIL 4 Certification

Why join us here at Datacom?Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to 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 that you can feel from the moment you meet with us.We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.Requirements#LI-Hybrid