Incident & Problem Manager

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

This is a large two-year program to refresh the LAN/WAN/ Wi-Fi platforms onto Aruba technology as well as integrating with the shared common services and Optus management platforms as well as AWS and Zscaler.  All successful candidates will need to be Australian Citizens and be able to be security cleared for the program.

The Problem and Incident Manager is responsible for managing and coordinating all aspects of the problem and incident management processes within service delivery.

Ready to reimagine your career at Optus?

• Incident Management: Monitor the service desk and system alerts to identify incidents quickly and take immediate action to mitigate impact.
• Problem Management: Lead problem investigations to determine the root cause of recurring incidents, applying methodologies such as 5 Whys or Ishikawa diagrams.
• Continuous Improvement: Review and refine the incident and problem management processes regularly to ensure efficiency and alignment with industry best practices (e.g., ITIL).
• Governance and Compliance: Ensure that all incidents and problems are managed in accordance with agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

It starts with you!

• Proven experience in incident and problem management, preferably within an ITIL framework.
• Proficiency in IT Service Management (ITSM) tools ServiceNow and Jira.
• Strong analytical skills to assess incidents, identify patterns, and determine root causes.
• You must be an Australian citizen and be eligible for Federal Government security clearance.

The good stuff …

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.