Senior Problem Manager

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In this role, you’ll be responsible for identifying root causes of recurring and high-impact incidents, leading problem investigations, facilitating major incident response, and delivering continual service improvements. Working closely with technology teams, service providers, and business stakeholders, you’ll help reduce operational disruptions and improve customer outcomes., * Own and continuously improve the end-to-end Problem Management process.

• Lead root cause analysis using ITIL best practices and methodologies such as the 5 Whys.
• Drive resolution of recurring issues and implement preventative actions.
• Chair Problem Review Board meetings and ensure actions are tracked through to completion.
• Develop dashboards, reporting, KPI tracking, and trend analysis to identify improvement opportunities.
• Participate in a 24x7 Major Incident Management roster and lead major incident responses when required.
• Provide clear communications and stakeholder updates during major incidents.
• Partner with Incident, Change, Service Desk, and technical teams to improve service performance.
• Coach teams on Problem Management practices and promote a culture of continuous improvement.
• Manage vendor and stakeholder relationships to drive accountability and service outcomes.

• 8+ years’ experience in Problem Management within a large enterprise environment.
• Strong knowledge of ITIL, particularly Problem, Incident, Change, and Configuration Management.
• Proven experience leading root cause investigations and driving permanent solutions.
• Strong stakeholder management and influencing skills across technical and business teams.
• Demonstrated experience working with service levels, operational reporting, and performance metrics.
• Excellent communication, facilitation, and presentation skills.
• Experience with ServiceNow and ITIL certification highly regarded.

This is an opportunity to play a critical role in improving service reliability, reducing customer impact, and influencing meaningful operational change across the organisation. You’ll work with senior leaders and technology teams to build a proactive, data-driven approach to service management and continuous improvement.

At Amplar Health, we’re transforming how healthcare is delivered in Australia. Through in-home care, virtual health services and community-based programs, we’re making healthcare more accessible, connected and personalised for the people who need it most.