Problem Manager

About Centorrino Technologies

Join Centorrino Technologies (CT), a recognised leader in the tech industry, awarded Great Place to Work in 2025 and a Top 5 Inspiring Workplace for 2026. Known for an exceptional employee net promoter score of 68, CT is committed to redefining customer experience and fostering a vibrant community beyond just technology.

Role Overview

As a Problem Manager within our Service Management team based in Melbourne, you will lead the enhancement and execution of CT's Problem Management practices in a shared services setting. Your core focus will be to pinpoint recurring issues, lead investigative efforts, and facilitate solutions that mitigate service interruptions and lower operational risks.

Key Responsibilities

• Oversee the complete lifecycle of the Problem Management process for a varied client portfolio in a managed services environment.
• Identify potential problems through trends in recurring and major incidents, customer feedback, and risk analysis.
• Coordinate collaborative root cause analysis involving internal teams, clients, vendors, and third-party stakeholders.
• Maintain detailed records of problems including investigation progress, findings, known errors, and remediation steps.
• Drive the completion of corrective and preventive measures, escalating issues when necessary.
• Analyze incident patterns to propose proactive improvements in service delivery.
• Enhance Problem Management maturity through consistent reporting, data analysis, and process alignment.
• Support Incident and Major Incident Management during critical events or elevated demand periods.
• Manage post-incident review sessions, ensuring timely assignment and resolution of follow-up actions.
• Serve as the main point of contact for Problem Management matters across customers, Service Delivery Managers, and technical teams.
• Communicate updates on investigations, findings, risks, and remediation to stakeholders effectively.
• Lead problem review meetings and collaborate on prioritizing customer-centric improvements.
• Advise on best practices for Problem Management processes and quality investigations.
• Escalate ongoing failures and delayed investigations to operational leaders as needed.

Qualifications and Experience

• Proven experience in IT Problem Management within ITIL-compliant service environments, including technical investigations and root cause analysis.
• Background in supporting Incident and Major Incident Management activities such as coordination, escalation, communication, and review.
• Strong analytical skills to interpret data, recognize patterns, and differentiate symptoms from root causes.
• Excellent interpersonal and written communication skills for stakeholder engagement and clear reporting.
• Ability to manage multiple clients and priorities autonomously in shared or managed service environments.
• Highly organized with a practical approach balancing governance, risk, and continuous service improvement.
• Possession of ITIL Foundation certification; additional certifications in ITIL, Problem or Incident Management are advantageous.
• Eligibility to obtain and maintain Australian Government Security Clearance.

Additional Requirements

• A valid Vulnerable People/Working with Children Check (WWCC) and a Police Check are mandatory prerequisites.

Why Join Us?

• Hybrid work arrangements with specific team anchor days to enhance collaboration.
• Comprehensive training and development programs supporting continuous career advancement.
• Extensive employee discounts and benefits designed to maximize your financial well-being.
• Choice in IT equipment to optimize your productivity, plus access to tech at cost price for personal use.
• Engaging team events that foster a strong, connected workplace culture.

Centorrino Technologies values diversity and inclusivity, striving to create an environment where every voice contributes to shaping the future. Become part of a dynamic team that celebrates innovation and varied perspectives.