Problem Manager – Experience/Qualifications

- The candidate should have strong Infrastructure knowledge (Windows, UNIX, Networks, SAN/NAS, etc.), monitoring, escalation experience, and the ability to coordinate the Problem Management process.
- ITIL Certified, PMP/PRINCE2 (desired), LEAN & SIX Sigma (desired) or strong knowledge of ITIL process (IM, PM, EM, KM, CM).
- To minimise the adverse effect on our customers’ business of Incidents and Problems and to proactively prevent the occurrence of incidents, problems.
- Ability to assess and troubleshoot high severity incidents. Initiating bridge calls and sending communications familiarity with the Event Management process.
- Undertake ad-hoc projects as agreed with the Management team.
- Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
- Drive/Manage service quality, performance, and improvement of service delivery processes as per established governance and reporting.
- Demonstrate clear and definitive understanding of business needs and requirements.
- Address any potential technical and non-technical issues and escalations within and outside of team, which might affect the team’s performance adversely.
- Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, workload distribution and accomplishments; participate in achieving resolutions to identified issues.
- Seek and provide feedback, mentoring, support, and career development to and from team.
- Routinely provides informal coaching, technical trainings, through suggestions, feedback, and encouragement to less experienced team members.
- Be the first point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.
- Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams.
- Achieve agreed targets in terms of quality and time.
- Ensure business is not impacted under any circumstance at all times.
- Achievement of service levels corresponding to industry best practice.
- Assist in production of Major Incident Reports.
- Identify Root Cause Trends in event management outputs.
- Initiate Problem investigations and root cause analysis.

Key Responsibilities

Problem Manager – Experience/Qualifications

- The candidate should have strong Infrastructure knowledge (Windows, UNIX, Networks, SAN/NAS, etc.), monitoring, escalation experience, and the ability to coordinate the Problem Management process.
- ITIL Certified, PMP/PRINCE2 (desired), LEAN & SIX Sigma (desired) or strong knowledge of ITIL process (IM, PM, EM, KM, CM).
- To minimise the adverse effect on our customers’ business of Incidents and Problems and to proactively prevent the occurrence of incidents, problems.
- Ability to assess and troubleshoot high severity incidents. Initiating bridge calls and sending communications familiarity with the Event Management process.
- Undertake ad-hoc projects as agreed with the Management team.
- Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
- Drive/Manage service quality, performance, and improvement of service delivery processes as per established governance and reporting.
- Demonstrate clear and definitive understanding of business needs and requirements.




- Address any potential technical and non-technical issues and escalations within and outside of team, which might affect the team’s performance adversely.
- Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, workload distribution and accomplishments; participate in achieving resolutions to identified issues.
- Seek and provide feedback, mentoring, support, and career development to and from team.
- Routinely provides informal coaching, technical trainings, through suggestions, feedback, and encouragement to less experienced team members.
- Be the first point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.
- Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams.
- Achieve agreed targets in terms of quality and time.
- Ensure business is not impacted under any circumstance at all times.
- Achievement of service levels corresponding to industry best practice.
- Assist in production of Major Incident Reports.
- Identify Root Cause Trends in event management outputs.
- Initiate Problem investigations and root cause analysis.

Skill Requirements

Problem Manager – Experience/Qualifications

- The candidate should have strong Infrastructure knowledge (Windows, UNIX, Networks, SAN/NAS, etc.), monitoring, escalation experience, and the ability to coordinate the Problem Management process.
- ITIL Certified, PMP/PRINCE2 (desired), LEAN & SIX Sigma (desired) or strong knowledge of ITIL process (IM, PM, EM, KM, CM).
- To minimise the adverse effect on our customers’ business of Incidents and Problems and to proactively prevent the occurrence of incidents, problems.
- Ability to assess and troubleshoot high severity incidents. Initiating bridge calls and sending communications familiarity with the Event Management process.
- Undertake ad-hoc projects as agreed with the Management team.
- Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
- Drive/Manage service quality, performance, and improvement of service delivery processes as per established governance and reporting.
- Demonstrate clear and definitive understanding of business needs and requirements.
- Address any potential technical and non-technical issues and escalations within and outside of team, which might affect the team’s performance adversely.
- Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, workload distribution and accomplishments; participate in achieving resolutions to identified issues.
- Seek and provide feedback, mentoring, support, and career development to and from team.
- Routinely provides informal coaching, technical trainings, through suggestions, feedback, and encouragement to less experienced team members.
- Be the first point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.




- Ensure positive team satisfaction and strong relationship is maintained for service delivery with cross functional teams.
- Achieve agreed targets in terms of quality and time.
- Ensure business is not impacted under any circumstance at all times.
- Achievement of service levels corresponding to industry best practice.
- Assist in production of Major Incident Reports.
- Identify Root Cause Trends in event management outputs.
- Initiate Problem investigations and root cause analysis.

Other Requirements

Problem Manager – Experience/Qualifications

- The candidate should have strong infrastructure knowledge (Windows, UNIX, Networks, SAN/NAS, etc.), monitoring, escalation experience, and the ability to coordinate the Problem Management process.
- ITIL Certified, PMP/PRINCE2 (desired), LEAN & SIX Sigma (desired) or strong knowledge of ITIL process (IM, PM, EM, KM, CM).
- To minimise the adverse effect on our customers’ business of Incidents and Problems and to proactively prevent the occurrence of incidents, problems.
- Ability to assess and troubleshoot high severity incidents. Initiating bridge calls and sending communications familiarity with the Event Management process.
- Undertake ad-hoc projects as agreed with the Management team.
- Provide technical expertise for the planning and definition of new requirements: perform feasibility and performance studies, including benchmark, capacity planning, sizing, etc.
- Drive/Manage service quality, performance, and improvement of service delivery processes as per established governance and reporting.
- Demonstrate clear and definitive understanding of business needs and requirements.
- Address any potential technical and non-technical issues and escalations within and outside of team, which might affect the team’s performance adversely.
- Responsible for first level Service Continuity of the operations during regional/location outages. Keep team leads and Management appraised on operational activities, any associated risk/issues, workload distribution and accomplishments; participate in achieving resolutions to identified issues.
- Seek and provide feedback, mentoring, support, and career development to and from team.
- Routinely provides informal coaching, technical trainings, through suggestions, feedback, and encouragement to less experienced team members.
- Be the first point of contact in case of any untoward Incidence with respect to work/team dynamics/attitude & approach by team members.
- Ensure positive team satisfaction and solid relationship is maintained for service delivery with cross functional teams.
- Achieve agreed targets in terms of quality and time.
- Ensure business is not impacted under any circumstance at all times.
- Achievement of service levels corresponding to industry best practice.
- Assist in production of Major Incident Reports.
- Identify Root Cause Trends in event management outputs.
- Initiate Problem investigations and root cause analysis.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 total­ed $14.8billion.

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📌 Subject Matter Expert (Support&Ops) (Melbourne)
🏢 HCL Technologies
📍 Melbourne