Problem Manager (ITSM / Infrastructure)

HCLTech - Australia and New Zealand; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

HCLTech in Melbourne seeks an experienced Problem Manager to drive proactive problem management in a complex IT environment. You will minimise business impact from incidents, perform RCA, and implement long-term improvements to boost service stability and performance.

You will partner with cross-functional teams to manage high-severity incidents, produce MIRs, and ensure continuous service improvement aligned with ITIL best practices.

Qualifications

• Proven experience as Problem Manager / Incident Manager.
• Strong ITIL knowledge and service improvement focus.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the Problem Management process to minimise recurring incidents.
• Investigate high-severity incidents and coordinate bridge calls.
• Perform root cause analysis (RCA) and drive permanent fixes.
• Identify trends from incidents to prevent recurrences.
• Prepare Major Incident Reports (MIRs) and drive service improvements.
• Monitor and report on problem trends, risks, and opportunities.
• Ensure adherence to ITSM processes and support capacity planning.

Skills

Problem Management

Incident Management

ITIL knowledge

Stakeholder management

Tools

Monitoring tools

Event management systems

Change & Configuration Mgmt

Job description

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Location:

Melbourne

We are seeking an experienced Problem Manager to drive proactive problem management practices within a complex IT environment. This role focuses on minimising business impact from incidents, identifying root causes, and implementing long-term solutions to improve service stability and performance.

You will work closely with cross-functional teams to manage high-severity incidents, conduct root cause analysis, and ensure continuous service improvement aligned with ITIL best practices.

• Lead and coordinate the Problem Management process to minimise recurring incidents
• Investigate high-severity incidents and initiate bridge calls when required
• Perform root cause analysis (RCA) and drive permanent fixes
• Identify trends from incidents and events to prevent future occurrences
• Assist in the preparation of Major Incident Reports (MIRs)
• Drive continuous improvement across service quality and operational performance
• Monitor and report on problem trends, risks, and improvement opportunities
• Ensure adherence to ITSM processes (Incident, Problem, Event, Knowledge, Configuration Management)
• Support initiatives related to capacity planning, performance, and system optimisation
• Act as a central point of contact for technical and operational escalations
• Coordinate with cross-functional teams to ensure timely resolution of issues
• Ensure service continuity during outages and major disruptions
• Communicate effectively with stakeholders regarding risks, issues, and resolutions
• Provide mentoring, guidance, and support to team members
• Deliver technical training and share knowledge across teams
• Foster strong collaboration across infrastructure, application, and support teams
• Promote a culture of continuous learning and improvement
• Ensure service levels are maintained in line with industry best practices
• Support service governance and reporting requirements
• Participate in operational reviews and improvement initiatives
• Contribute to ad-hoc projects and service enhancements
• Proven experience as a Problem Manager / Incident Manager / IT Operations Lead
• Strong infrastructure knowledge, including:
• Networking
• Storage (SAN/NAS)
• Experience with ITIL processes:
• Event Management
• Change & Configuration Management
• Demonstrated experience in:
• Root Cause Analysis (RCA)
• Service improvement initiatives
• Strong troubleshooting, analytical, and decision-making skills
• Excellent communication and stakeholder management skills

Certifications (Preferred)

• ITIL Certification (preferred)
• PMP or PRINCE2 (desirable)
• Experience in enterprise or managed services environments
• Familiarity with monitoring tools and event management systems
• Experience working in high-availability and critical production environments

Why Us

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees.

• Our company is extremely diverse with 165 nationalities represented.
• We offer the opportunity to work with colleagues across the globe.
• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
• We offer comprehensive benefits for all employees.
• We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice".