Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!
At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2025 and Top 5 Inspiring Workplaces for 2026, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate Problem Manager to join our Service Management team in Melbourne.
The Problem Manager will be responsible for the effective delivery and ongoing maturity of CT’s Problem Management process across a shared services environment. Working with customers, technical teams, Service Delivery Managers and the broader Service Management team, the role focuses on identifying recurring issues, coordinating investigations and supporting actions that reduce service disruption and operational risk.
The ability to obtain a Government security clearance will be required.
Requirements
What you'll do:
- Manage the end-to-end Problem Management process across a diverse customer base in a managed services environment.
- Identify and assess problem candidates from recurring incidents, major incidents, service trends, customer concerns and operational risks.
- Coordinate technical investigations and root cause analysis across internal teams, customers, vendors and third parties.
- Maintain accurate problem records, including investigation progress, findings, known errors, workarounds and corrective actions.
- Track corrective and preventative actions to completion, escalating stalled investigations, overdue actions and service risks as required.
- Analyse incident trends to identify recurring issues and recommend proactive service improvements.
- Support the maturity of the Problem Management practice through improved reporting, trend analysis and process consistency.
- Support Incident and Major Incident Management during high-impact incidents or periods of increased demand.
- Coordinate post-incident reviews and ensure actions are assigned and progressed through the appropriate governance processes.
- Ensure recurring or significant incidents are transitioned into Problem Management where appropriate.
- Act as the primary Problem Management contact for customers, Service Delivery Managers and technical teams.
- Communicate investigation progress, root cause findings, risks and corrective actions to stakeholders.
- Facilitate Problem Management review meetings and collaborate with Service Delivery Managers on customer improvement priorities.
- Provide guidance on Problem Management processes, root cause analysis and investigation quality.
- Escalate recurring service failures, stalled investigations and overdue actions to the appropriate operational leaders.
What you'll bring:
- Demonstrated experience in IT Problem Management within an ITIL-aligned service management environment, including technical investigations, root cause analysis and corrective action management.
- Experience supporting Incident or Major Incident Management activities, including coordination, escalation, stakeholder communications and post-incident review.
- Strong analytical and investigative skills, with the ability to interpret incident data, identify recurring patterns and distinguish symptoms from underlying causes.
- Strong stakeholder engagement, facilitation and written communication skills, with the ability to influence stakeholders and produce clear investigation reports, incident timelines and customer updates.
- Proven ability to work independently across multiple customers, services and competing priorities in a shared services, managed services or enterprise IT environment.
- Strong organisational skills and a practical process mindset, balancing governance, service risk, operational efficiency and continual improvement.
- ITIL Foundation certification is expected; further ITIL, Problem Management, Incident Management or broader Service Management certifications would be highly regarded.
- Ability to obtain and maintain an Australian Government Security Clearance.
Benefits
Why You'll Love Working Here:
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.
Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.
Skills Required
- Experience in IT Problem Management within an ITIL-aligned service management environment, including technical investigations, root cause analysis and corrective action management
- Experience supporting Incident or Major Incident Management activities, including coordination, escalation, stakeholder communications and post-incident review
- Strong analytical and investigative skills with the ability to interpret incident data and identify recurring patterns
- Strong stakeholder engagement, facilitation and written communication skills
- Proven ability to work independently across multiple customers, services and competing priorities in a shared services or managed services environment
- Strong organisational skills and a practical process mindset balancing governance, service risk and continual improvement
- ITIL Foundation certification
- Further ITIL, Problem Management, Incident Management or broader Service Management certifications
- Ability to obtain and maintain an Australian Government Security Clearance
- Valid Vulnerable People / Working with Children Check (WWCC) and Police Check
What We Do
Here at Centorrino Technologies, or CT as we like to call ourselves, we start with the customer and work our way back to the tech. Over the past decade we have been working hard to provide the very best managed ICT services to the education, government and corporate sectors. We exist to empower our customers with a frustration free tech environment, achieving this by creating an environment where employees love their work and deliver over and above customer’s expectations. All services and solutions with us are tailored to ensure the needs of each individual customer is put at the centre of every design. Beginning with our core offerings - Managed ICT Services, Solution Design, Project Delivery, Cloud implementation, migration and optimization, Backup & Disaster Recovery, Connectivity and Voice, Collaboration and Audio Visual and Staff Augmentation – we have a solution to meet all shapes and sizes. Learn more at www.ct.com.au
