Problem Coordinator/Manager

Location: Western Sydney, New South Wales
Job Type: Permanent
Posted: 4 days ago
Contact: Aparna Sharma
Discipline:
Reference: 186294_1531461098
  • Permanent
  • West Sydney - Parramatta
  • Outstanding opportunity with a cool client

We are looking to hire an experienced Problem Manager for one of our premier clients. This role plays an integral part of a multi-disciplinary team to ensure that goals and objectives of new business development requests are accomplished within prescribed time frames. The incumbent must consistently aim to deliver quality services and/or solutions that meet business requirements and ensure that goals are accomplished in line with business objectives.

Description: The Problem Manager is the single point of contact for one or more problems. Individual is responsible for ownership and coordination of actions of those problems. Must analyze root causes, identify Known Errors and coordinate actions to fix the errors

Responsibilities:

  • Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
  • Prevent the replication of Problems across the network
  • Monitors the effectiveness of error control and makes recommendations for improvements
  • Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
  • Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
  • Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets.
  • Produces Problem Management reports and management information
  • Coordinates meetings to resolve problems
  • Work with cross-functional stakeholders to resolve problems
  • Drive all problems towards root cause identification and permanent fix
  • Plan projects, training, objectives, timelines, deliverables, and milestones
  • To meet/exceed and maintain service levels as assigned by management.
  • To meet/exceed expected reliability standards.
  • Willing to take ownership and take on other duties as assigned.
  • Need to have innovative approach as problems are unique and need to use different techniques.
  • Experience on using Atlassian Jira, Remedy or SNOW

We are in a position where our client can make an informed decision at speed to capture the best available candidates.

If you are looking for your next contract opportunity, then act fast as this opportunity will not be available for long.

If you're interested, then please submit your resume by hitting the APPLY NOW button