Problem Manager (ITSM / Infrastructure)

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.
🔧 Key Responsibilities🚨 Problem & Incident ManagementLead and coordinate the Problem Management process to minimise recurring incidentsInvestigate high-severity incidents and initiate bridge calls when requiredPerform root cause analysis (RCA) and drive permanent fixesIdentify trends from incidents and events to prevent future occurrencesAssist in the preparation of Major Incident Reports (MIRs)📊 Service Performance & ImprovementDrive continuous improvement across service quality and operational performanceMonitor and report on problem trends, risks, and improvement opportunitiesEnsure adherence to ITSM processes (Incident, Problem, Event, Knowledge, Configuration Management)Support initiatives related to capacity planning, performance, and system optimisation🔗 Stakeholder & Escalation ManagementAct as a central point of contact for technical and operational escalationsCoordinate with cross-functional teams to ensure timely resolution of issuesEnsure service continuity during outages and major disruptionsCommunicate effectively with stakeholders regarding risks, issues, and resolutions👥 Team Collaboration & MentoringProvide mentoring, guidance, and support to team membersDeliver technical training and share knowledge across teamsFoster strong collaboration across infrastructure, application, and support teamsPromote a culture of continuous learning and improvement⚙️ Operations & GovernanceEnsure service levels are maintained in line with industry best practicesSupport service governance and reporting requirementsParticipate in operational reviews and improvement initiativesContribute to ad-hoc projects and service enhancements🧠 Required Skills & ExperienceProven experience as a Problem Manager / Incident Manager / IT Operations LeadStrong infrastructure knowledge, including:Windows, UNIX/LinuxNetworkingStorage (SAN/NAS)Experience with ITIL processes:Incident ManagementProblem ManagementEvent ManagementChange & Configuration ManagementDemonstrated experience in:Root Cause Analysis (RCA)Major Incident ManagementService improvement initiativesStrong troubleshooting, analytical, and decision-making skillsExcellent communication and stakeholder management skills🎓 Certifications (Preferred)ITIL Certification (preferred)PMP or PRINCE2 (desirable)Lean / Six Sigma (desirable)⭐ Preferred ExperienceExperience in enterprise or managed services environmentsFamiliarity with monitoring tools and event management systemsExperience 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 AllRepresenting 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 TechnologiesWe 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”.