Problem Manager

vor 3 Wochen

Melbourne, Österreich NTT Vollzeit

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion â itâs a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. Itâs about expanding your skills and expertise in your current role and preparing yourself for future advancements. Thatâs why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Problem Management Analyst is a seasoned subject matter expert, responsible for researching the root causes of incidents.

This role is required to engage in proactive problem management by analyzing trends or historical data of incidents and services.

What you'll be doing

Key Responsibilities:

  • Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will add the greatest value for the client.
  • Accountable for managing the lifecycle of all problems.
  • Routinely monitors logged incidents by category within a specific time frame to identify potential problems.
  • Responsible for facilitating the identification of root cause for major problems.
  • Ensures the prevention of incidents and be responsible for minimizing the impact of unavoidable incidents.
  • Works with incident management colleagues to ensure that temporary solutions (workarounds) are available.
  • Performs trend analysis of important services or historical incidents and maintains a Known Error Database containing all problems and workarounds.
  • Recommends and develops policy, processes, and procedures to support business operations and to prevent any recurrence of incidents.
  • Determines if problems escalated from the incident management process are valid based on a set of predefined rules and closes the problem or refer it to the knowledge management process.
  • Records the problem description, priority, and severity and assign the associated configuration items to the problem record ensuring that links to the incident are made to the problem record.
  • Classifies and assigns problems for resolution by determining the resource requirements and liaising with either internal or external resources (service provider) to ensure resolution of the problem.
  • Performs any other related task as required.


Knowledge and Attributes:

  • Seasoned understanding of the business needs and expectations.
  • Understanding of the basics of the technical aspects of problems.
  • Able to identify the subject matter experts in each area of the business.
  • Seasoned critical-thinking and root-cause-analysis abilities.
  • Seasoned problem-solving skills with the ability to analyze statistical data.
  • Ability to foster deep collaboration with incident and change management functions and working relationships with a variety of internal and external stakeholders.
  • Seasoned knowledge of ITIL skills.
  • Excellent verbal and written communication skills; including the ability to proficiently facilitate meetings and conduct briefings.
  • Seasoned understanding of ITSM toolsets to support and facilitate problem management.


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL certification v4 preferred.
  • OSA certification preferred.


Required Experience:

  • This is a fixed term contract for 1 year role & maternity cover
  • Seasoned experience in IT Service Management / Operational environment.
  • Seasoned experience working with ITSM toolsets required to enable proactive problem management.
  • Seasoned incident and problem management experience.
  • Seasoned experience in managing processes within an ITIL (or equivalent) environment.
  • A proven track record of driving root cause analysis to conclusion.
  • Seasoned experience of working in a highly technical environment.
  • Seasoned experience/training in risk-management techniques.
  • Seasoned data and statistical analysis experience.
  • Seasoned experience with virtual cross-team or vendor communication.
  • Seasoned experience working directly with stakeholders, customers, and clients.

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

  • Incident & Problem Manager

    vor 1 Tag

    Melbourne, Österreich Myob Vollzeit

    This is a Incident & Problem Manager role with one of the leading companies in AU right now 🔥 -- Myob -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Myob 🧐🧐**About the Team** Our Tech team are true heroes. They’ve taken our legacy success and transformed...

  • EOI: Incident and Problem Manager

    vor 3 Wochen

    Melbourne, Österreich DXC Technology Vollzeit

    Job Description:DXC Technology (NYSE: DXC) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70...

  • Wellbeing Project Manager

    vor 1 Monat

    Melbourne, Österreich Victorian Amateur Football Association (VAFA) Vollzeit

    The VAFA has an exciting position available as a Wellbeing Project Manager and is seeking a motivated and enthusiastic person to fill this stimulating and varied role. The successful candidate will have a proven track record of steering projects, engaging and collaborating with diverse stakeholders and strong analytical and problem solving skills. This...

  • Manager, Product Operations

    vor 1 Tag

    Melbourne, Österreich Airwallex Vollzeit

    This is a Manager, Product Operations role with one of the leading companies in AU right now 🔥 -- Airwallex -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Airwallex 🧐🧐Airwallex is looking for a Product Operations Manager who will play a pivotal role in...

  • Account Manager

    vor 1 Tag

    Melbourne, Österreich Cushman & Wakefield Vollzeit

    This is a Account Manager role with one of the leading companies in AU right now 🔥 -- Cushman & Wakefield -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Cushman & Wakefield 🧐🧐**Job Title** Account Manager **Job Description Summary** As part of our ongoing...

  • Masters Drafting Manager

    vor 1 Tag

    Melbourne, Österreich ABN Group Vollzeit

    This is a Masters Drafting Manager role with one of the leading companies in AU right now 🔥 -- ABN Group -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at ABN Group 🧐🧐**What's on offer? ** The role is key in enhancing and protecting our production timeframes,...

  • Contracts Manager

    vor 1 Tag

    Melbourne, Österreich D'Arcy Weil Vollzeit

    This is a Contracts Manager role with one of the leading companies in AU right now 🔥 -- D'Arcy Weil -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at D'Arcy Weil 🧐🧐A significant opportunity has arisen for a skilled Contracts Manager to join their team. The...

  • Senior Manager

    vor 1 Tag

    Melbourne, Österreich Australian Red Cross Vollzeit

    This is a Senior Manager role with one of the leading companies in AU right now 🔥 -- Australian Red Cross -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Australian Red Cross 🧐🧐**About Us**  Australian Red Cross is part of the world’s largest...

  • High Performance Manager

    vor 3 Wochen

    Melbourne, Österreich Keilor Basketball Association Vollzeit

    Location: Keilor Basketball AssociationReports to: General ManagerPosition Type: Full-Time Role Overview: The High Performance Manager at Keilor Basketball Association is a pivotal role designed to enhance the overall performance and development of players and coaches within the association. This position will oversee the development of coaching...

  • Territory Manager

    vor 1 Tag

    Melbourne, Österreich Stryker Vollzeit

    This is a Territory Manager role with one of the leading companies in AU right now 🔥 -- Stryker -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Stryker 🧐🧐### Job description **ABOUT STRYKER** Stryker is a global leader in medical technologies and, together...

  • General Manager

    vor 1 Monat

    Melbourne, Österreich Basketball Media Vollzeit

    Exciting opportunity to be an inaugural leader for this new space Growth, strategy and leadership Ongoing support of an established team while making your mark About Our Client: Basketball Media’s platform is poised to become the premier digital destination for basketball enthusiast across Australia and globally, offering an unparalleled aggregation of...

  • Investment Manager

    vor 1 Monat

    Melbourne, Österreich Advertising Industry Careers Vollzeit

    Do you thrive in a fast-paced environment and enjoy media world? We are looking for a motivated and organised individual to join our team on a temporary basis (1 year contract).We are the world’s fastest growing media agency built upon the strongest strategic capability of any agency in the market. Off the back of winning 2022 B&T Media Agency of the Year,...

  • Project Manager

    vor 1 Monat

    Melbourne, Österreich Worldline Vollzeit

    Title: Project ManagerANZ Worldline Payment Solutions is a joint venture between ANZ Banking Group and Europe’s leading payment technology company, Worldline.We launched in Australia in early 2022, providing in-store and ecommerce payment solutions to around 60,000 Australian businesses. Since then we’ve built a new modern technology platform to enable...

  • Project Manager, Deployment, Energy

    vor 1 Tag

    Melbourne, Österreich Tesla Vollzeit

    This is a Project Manager, Deployment, Energy role with one of the leading companies in AU right now 🔥 -- Tesla -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Tesla 🧐🧐**What to Expect** Due to continued growth in our Utility Scale Energy business, we are...

  • Supply Chain Program Manager

    vor 1 Tag

    Melbourne, Österreich Amazon Vollzeit

    This is a Supply Chain Program Manager role with one of the leading companies in AU right now 🔥 -- Amazon -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Amazon 🧐🧐**DESCRIPTION** If you are an experienced Supply Chain professional with a passion to innovate...

  • Product Manager

    vor 1 Tag

    Melbourne, Österreich Xero Vollzeit

    This is a Product Manager role with one of the leading companies in AU right now 🔥 -- Xero -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Xero 🧐🧐**About the team** The Identity team builds and maintains secure, sustainable and high scale platforms, meaning...

  • Forex CFD Account Manager

    vor 1 Tag

    Melbourne, Österreich TMGM Vollzeit

    This is a Forex CFD Account Manager role with one of the leading companies in AU right now 🔥 -- TMGM -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at TMGM 🧐🧐### **Your Impact and Contribution** As an Account Manager at TMGM, your primary focus will be driving...

  • Territory Manager

    vor 1 Tag

    Melbourne, Österreich Stryker Vollzeit

    This is a Territory Manager role with one of the leading companies in AU right now 🔥 -- Stryker -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Stryker 🧐🧐**Why join Stryker?** We are excited to be named one of the World’s Best Workplaces by Fortune...

  • Product Manager

    vor 1 Tag

    Melbourne, Österreich Stryker Vollzeit

    This is a Product Manager role with one of the leading companies in AU right now 🔥 -- Stryker -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Stryker 🧐🧐### Job description The Product Manager for the Craniomaxillofacial portfolio will help ensure Stryker...

  • Territory Manager

    vor 1 Tag

    Melbourne, Österreich Stryker Vollzeit

    This is a Territory Manager role with one of the leading companies in AU right now 🔥 -- Stryker -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Stryker 🧐🧐### Job description **ABOUT STRYKER** **Stryker **is one of the world’s leading medical technology...