Senior Problem Manager

Medibank Private Limited; Australia; On-site; AUD 180,000 - 240,000; Full time

Job summary

Amplar Health, part of the Medibank Group, is seeking a Senior Problem Manager to lead enterprise Problem Management and improve service stability across a complex tech environment.

You will identify root causes of high-impact incidents, drive major incident responses, and implement continual service improvements with technology and business partners.

Qualifications

• 8+ years in Problem Management within a large enterprise.
• Strong ITIL knowledge across Problem, Incident, Change and Configuration.
• Proven root-cause investigations and permanent solutions.
• Excellent stakeholder management and influencing skills.
• Experience with service levels, operational reporting and metrics.

Responsibilities

• Own and continuously improve end-to-end Problem Management.
• Lead root cause analysis and 5 Whys investigations.
• Drive permanent solutions and preventative actions.
• Chair Problem Review Board and track actions to completion.
• Develop dashboards, KPI reporting and trend analysis.
• Participate in 24x7 Major Incident responses as needed.
• Communicate clearly with stakeholders during major incidents.
• Collaborate with Incident, Change, Service Desk and tech teams.

Skills

Problem Management

ITIL knowledge

Stakeholder management

Root cause analysis

Communication skills

Education

ITIL certification

Tools

ServiceNow

Job description

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At Amplar Health, we're transforming how healthcare is delivered in Australia. Through in-home care, virtual health services and community-based programs, we're making healthcare more accessible, connected and personalised for the people who need it most.

As part of the Medibank Group, you'll join a team that's improving health outcomes, expanding access to care, and helping shape the future of healthcare.

This isn't just a job. This is your career in health, amplified

We're seeking an experienced Senior Problem Manager to lead our enterprise Problem Management capability and drive service stability across a complex technology environment.

In this role, you'll be responsible for identifying root causes of recurring and high-impact incidents, leading problem investigations, facilitating major incident response, and delivering continual service improvements. Working closely with technology teams, service providers, and business stakeholders, you'll help reduce operational disruptions and improve customer outcomes.

Key Responsibilities:

• Own and continuously improve the end-to-end Problem Management process.
• Lead root cause analysis using ITIL best practices and methodologies such as the 5 Whys.
• Drive resolution of recurring issues and implement preventative actions.
• Chair Problem Review Board meetings and ensure actions are tracked through to completion.
• Develop dashboards, reporting, KPI tracking, and trend analysis to identify improvement opportunities.
• Participate in a 24x7 Major Incident Management roster and lead major incident responses when required.
• Provide clear communications and stakeholder updates during major incidents.
• Partner with Incident, Change, Service Desk, and technical teams to improve service performance.
• Coach teams on Problem Management practices and promote a culture of continuous improvement.
• Manage vendor and stakeholder relationships to drive accountability and service outcomes.

About You:

• 8+ years' experience in Problem Management within a large enterprise environment.
• Strong knowledge of ITIL, particularly Problem, Incident, Change, and Configuration Management.
• Proven experience leading root cause investigations and driving permanent solutions.
• Strong stakeholder management and influencing skills across technical and business teams.
• Demonstrated experience working with service levels, operational reporting, and performance metrics.
• Excellent communication, facilitation, and presentation skills.
• Experience with ServiceNow and ITIL certification highly regarded.

This is an opportunity to play a critical role in improving service reliability, reducing customer impact, and influencing meaningful operational change across the organisation. You'll work with senior leaders and technology teams to build a proactive, data-driven approach to service management and continuous improvement.

Learn more about Amplar Health at https://amplarhealth.com.au

Be Yourself. Belong Here

We’re committed to a workplace where everyone feels safe, supported, and free to be themselves. By embracing diverse perspectives, we challenge the status quo and uncover better ideas. You can confidently bring your whole self—because your unique voice is what makes us stronger.
We welcome and encourage applications from people of all backgrounds, identities and lived experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, neurodivergent people, and carers.

Our employee networks create space for connection, advocacy and allyship. We offer flexible ways of working to support inclusion, accessibility and wellbeing.

Amplar Health strongly encourages employees to be immunised against serious diseases. Dependent on your role, you may be asked to declare your vaccination status and/or provide evidence.

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work

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