Problem Manager - North Ryde, Australia - Optus

Optus

Verified Company

North Ryde, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Problem Manager:

Date:31 Jul 2023

Location:
North Ryde, Australia

Company:
Singtel Group

It starts with YES
At Optus, we have an ambitious goal to be Australia's most loved everyday brand.

The Problem Manager is a key role in the OWS Service and Operations Service Management team, in delivering and embedding the problem Management framework, leading and developing root cause analysis reviews for Mobile and Fixed complex, Major and high-profile incidents.

The role will formulate, develop, and deliver promptly complex service improvement initiatives targeting our premium customers proactively and/ or as directed by Senior management.

You will be required to Proactively review key operational processes and development of continuous improvement initiatives incorporating VOC and relevant industry trends

Your day in the life of a Problem Manager at Optus

Review planned Mobile/Fixed change, major outages and incident data trends, identify key improvement areas to reduce volumes
Review key Operational processes, identify and lead continuous improvement initiatives to address gaps or new capabilities required in line with customer requirements and business needs
Review and approve planned Mobile platform Changes (programs) to reduce volume and/or frequency of impact to mobile Service providers
Collaborate with operational leads to develop key CX continuous improvement incorporating the VOC
Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer

Your skills to pay the bills

Actively seek, promote, influence, and drive initiatives that deliver key operational efficiency and performance improvements in Service and Operations
Deployment of proactive performance monitoring dashboards of key critical platforms/ systems/workflows across all existing and new Optus Wholesale products
Development and execution of complex service improvement initiatives/strategies in timely manner
Development of Continuous improvement roadmaps for customer portfolios
Proactive RCA/PIR for premium support customers including tracking of SIPs, development of RCA/PIR
The ability to listen to customer issues and to manage their issues proactively and professionally
Ability to deal with senior stakeholders at CEO/CTO/CIO level including influencing and presenting

Perks we love at Optus

Competitive salary and performance incentives
Discounts to Optus products and services, and to over 400 retailers Australiawide
Training, mentoring and development opportunities (ask us about OptusU)
Up to five days of Volunteer Leave per year
A "connected" day for you to use to connect to something you are passionate about
Hybrid ways of working
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Sydney Campus; 20mins from CBD, 12mins from Epping via Optus bus

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

We have a COVID19 Vaccination Policy and require vaccination to enter our workplaces. Please speak to us if you have any questions about meeting this requirement.