Problem Manager

Looking for an award-winning, Best Place to Work, Australian owned organisation? You have come to the right place! From humble beginnings in a garage back in 1988, we have grown rapidly over the past 30 years to be Australia’s largest privately owned IT MSP, simply by Keeping Technology Human. That means we treat our “Interacts” and customers with respect and genuinely want to be part of their journey.

Our customers trust us to hold their most important data, support their critical devices, and secure their systems.
  
By choosing us, we offer you the opportunity to be part of a diverse group of “Interacts” where you will learn and work with some of the best in the industry and be able to accelerate the growth of your career. Interested? Read on and don’t forget to visit our website – https://www.interactive.com.au

About The Role:

Newly created role to help Interactive’s Cloud and Managed Services (CMS) division adopt and mature their Problem Management practices. This will be done through the effective facilitation of root cause identification and the management of corrective actions and known errors.

Some of the key things you’ll do:

• Single point of contact for open Problem investigations.
• Responsible for the ownership and coordination of Problems and Problem Tasks.
• Work alongside other Service Management staff, as well as CMS technical team members to deliver effective Problem Management services to Interactive’s CMS customers.
• Be proactive in identifying Problems, analyse and recommend service improvements plans, and work with internal stakeholders on permanent solutions.
• Maintain the inventory of open Problems under analysis and their current progress and status.
• Identify problems that require traction due to inactivity and follow up on issues with problem owners where necessary.
• Facilitate and document all PIR and Root Cause Analysis meetings.
• Establish known error records to assist the service desk and resolve group’s timely resolution of incidents.
• Provide periodic reporting on the performance of the Problem Management practice to a variety of different stakeholders.
• Identify and recommend continuous service improvements Problem Management process.
• Participate in ISO audits and compliance reviews where required.

What we’re looking for:

• Strong IT industry experience.
• Experience in Problem Management and/or Configuration Management.
• Strong meeting facilitation and stakeholder management ability.
• Experience facilitating RCA or PIR meetings to drive timely and effective Problem Management outcomes.
• A good understanding of different Problem Management and RCA techniques (5 Whys, Kepner Tregoe, etc.).
• Ability to communicate best-practice Problem Management standards and processes to all staff.
• Ability to effectively communicate, present and negotiate ideas and options to all levels of management.
• Excellent problem solving, decision-making, and analytical skills.

Why choose us? 

• We believe everyone is unique, and we want you to bring your + to work every day
• We’re a sustainable organisation. As a RE100 member, we’ve promised to be 100% sustainable by 2025
• Developing our people means everything to us – we take our people’s growth and development seriously, so much so that we’ve developed our own bespoke technical academies 
• And importantly, we genuinely want you to make a difference.

…Oh, and don’t forget all the perks and fun stuff  

• Paid volunteer leave, fundraising events, numerous staff benefits and discounts from some of our amazing partners, monthly staff lunches and a free on-site barista in our Melbourne and Sydney offices

Sounds good? We’d love to hear from you!

#LI-DS