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 Management

Lead and coordinate the Problem Management process to minimise recurring incidents

Investigate high-severity incidents and initiate bridge calls when required

Perform root cause analysis (RCA) and drive permanent fixes

Identify trends from incidents and events to prevent future occurrences

Assist in the preparation of Major Incident Reports (MIRs)

? Service Performance & Improvement

Drive continuous improvement across service quality and operational performance

Monitor and report on problem trends, risks, and improvement opportunities

Ensure adherence to ITSM processes (Incident, Problem, Event, Knowledge, Configuration Management)

Support initiatives related to capacity planning, performance, and system optimisation





? Stakeholder & Escalation Management

Act as a central point of contact for technical and operational escalations

Coordinate with cross-functional teams to ensure timely resolution of issues

Ensure service continuity during outages and major disruptions

Communicate effectively with stakeholders regarding risks, issues, and resolutions

? Team Collaboration & Mentoring

Provide mentoring, guidance, and support to team members

Deliver technical training and share knowledge across teams

Foster strong collaboration across infrastructure, application, and support teams

Promote a culture of continuous learning and improvement

⚙️ Operations & Governance

Ensure service levels are maintained in line with industry best practices

Support service governance and reporting requirements

Participate in operational reviews and improvement initiatives

Contribute to ad-hoc projects and service enhancements

? Required Skills & Experience

Proven experience as a Problem Manager / Incident Manager / IT Operations Lead

Strong infrastructure knowledge, including:

Windows, UNIX/Linux

Networking

Storage (SAN/NAS)

Experience with ITIL processes

Incident Management

Problem Management

Event Management

Change & Configuration Management

Demonstrated experience in

Root Cause Analysis (RCA)

Major Incident Management

Service improvement initiatives

Solid troubleshooting, analytical, and decision-making skills

Excellent communication and stakeholder management skills

? Certifications (Preferred)

ITIL Certification (preferred)

PMP or PRINCE2 (desirable)

Lean / Six Sigma (desirable)

⭐ Preferred Experience

Experience in enterprise or managed services environments





Familiarity with monitoring tools and event management systems

Experience 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 All

Representing 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 Technologies

We 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”.

📌 Problem Manager (ITSM / Infrastructure) (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne