Problem Manager (Service Reliability Focus)

Your role at St John of God Health Care

We are looking for an experienced Problem Manager to lead enterprise Problem Management and improve the stability and reliability of core technology services.

You will drive highquality root cause analysis (RCA) reduce repeat incidents and ensure effective remediation and preventative actions are embedded. The role also provides governance and continuous improvement of Incident and Problem Management including analysing incident trends and performance.

You will support Major Incident Management when required and be responsible for clear timely reporting across IT Service Management (ITSM) helping lift operational maturity and service outcomes.

The Position

• Lead end-to-end Problem Management to identify root causes reduce recurrence and improve service stability and resilience.

• Own and prioritise the problem backlog based on business impact recurrence and risk.

• Lead and coordinate root cause analysis (RCA) for major and recurring incidents ensuring timely high-quality outcomes.

• Define track and ensure completion of corrective and preventative actions including validation of effectiveness.

• Facilitate blameless post-incident reviews and translate outcomes into measurable improvements.

• Maintain known error records and documented workarounds to support operational continuity.

• Audit major incident and problem records to confirm conformance to the agreed processes and quality standards.

• Chair and document incident and problem review meetings as required.

• Ensure accountability of internal teams and external vendors/Managed Service Providers for problem investigation and remediation.

• Analyse incident and problem data to identify trends systemic issues and improvement opportunities and drive associated service improvements.

• Collaborate with Change and Release Management to reduce risk and prevent recurrence.

• Act as Major Incident Manager or incident lead on a rotational or as-needed basis and coordinate cross-functional response activities and facilitate incident command or war-room activities to restore service as required.

• Ensure clear timely and appropriate stakeholder communication during major incidents.

• Own delivery of formal service reporting aligned to Executive and Board-defined SLAs KPIs and performance frameworks.

Position Requirement

You will hold a tertiary qualification or Cert IV in Information Technology Computer Science or a related discipline and bring at least five years experience in technology operations service reliability site reliability engineering production engineering or similar environments. You will also have a minimum of two years experience in an incident or problem management leadership role demonstrating the ability to lead operational response drive root cause analysis and improve service stability and reliability outcomes.

To succeed in this role you will have proven experience leading highseverity incident responses and driving root cause analysis (RCA) through to closure within a complex operating environment. You will demonstrate the ability to remain calm and effective under pressure bring a strong bias for action with a focus on durable longterm fixes and work as a collaborative facilitator across technical and nontechnical teams. A continuous improvement mindset strong attention to operational detail and excellent communication skills are essential enabling you to engage confidently with a wide range of stakeholders and deliver clear outcomefocused messages.

You will also demonstrate strong customer service capability including empathy sound judgement diplomacy and a clear sense of ownership. You will be adept at troubleshooting complex technology service issues thinking critically and rapidly developing practical solutions as issues arise. A solid understanding of technical support industry standards and practices is required along with excellent written and verbal communication skills. You will have the ability to assess priorities plan and allocate resources effectively oversee daily operational activities such as scheduling escalations and reporting and maintain performance metrics and service quality targets to support consistent highquality service delivery.

Above all people will be at the core of everything you do committing to and supporting our Mission and Values.

All applicants are asked to submit a CV and covering letter (of no more than three (3) pages) demonstrating how you meet the above position requirements.

Unrestricted Australian working rights will be required sponsorship is not offered for this opportunity.

We can offer you.

• Salary: $124196 to $137956 per annum plus 12% superannuation

• Permanent full-time opportunity

• Working from home Arrangements (40%) - a minimum of 3 days per week in the office is required and Wednesday will be one of the required office days

• Based from our Melbourne Collins St office or Perth Kings Square CBD office

• Salary packaging up to $18550 on a range of benefits such as mortgage rent meal entertainment holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:

  • Novated leasing

  • work related expenses.

  • self-education and

  • additional superannuation

• A healthy work-life balance through flexible work options additional purchased leave and well-being programs

• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance

• Employee support through our dedicated free Employee Assistance Program (EAP)

If suitable applicants are identified advertisement may close prior to listed date and screening/interviews may commence throughout the advertising process.

St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.