Problem Manager
Wellington, Wellington, NZ
5d ago
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Company description :

ANZ's people are globally distributed across Australia, New Zealand, India and Asia. Many cultures, many people, all doing amazing work.

We are cultivating an engineering culture of autonomy, trust and belonging. We are passionate about building the right solution for our customers which directly contribute to ANZ's purpose to "shape a world where people and communities thrive."

Job description : About the role

About the role

To achieve ANZ's purpose, we need a talented Problem Manager to join our Technology Service and Change Management Team.

This role is accountable for proactive identification, management and resolution of IT Problems from an end-to-end perspective across ANZ New Zealand Technology.

Restoration and resolutions shall be of high quality, consistent, and reliable, with a broader view to proactively avoid problems and decrease level of Known Errors.

It leads proactive Management of Technical Debt for NZ environment with Technology Owners, ensuring well planned stable services are available for ANZ Customers.

Also work interactively representing NZ Technology to follow global Problem Management Policies, achieved through strong communication and stakeholder management.

Blended : Working from the ANZ workplace 2-3 days a week (minimum 2 days) and remotely the other 2-3 days per week.

If you are curious, wanting to why something happened, embrace new technology trends, adapt to emerging opportunities and enjoy delivering exceptional experiences you could be the perfect fit!

What will your day look like

Building and maintaining effective relationships with customers, colleagues, senior managers, and other key stakeholders including Problem Management Process / Policy Group Owners.

Post Incident Review Management, Investigating root cause effects and (together with technical staff) identify options for :

Identification / implementation of authorised workarounds

the prevention of incident recurrence

potential mitigating actions to reduce impact or recovery time with repeat or similar incidents

In depth analysis of service desk data to identify and categorise problems and known errors

Collaborating with technology staff and stakeholders to ensure progress is maintained to resolve problems.

Provide the Service Managers with information to manage customer service expectations by procuring accurate implementation budgets, timelines and resource plans for long-term resolution.

Pro-actively assessing the impact of any proposed changes for Known Errors and determine courses of action for managing these.

In depth analysis of service desk data to identify and categorise problems and known errors

Verifying the accuracy and dependability of information provided by technical recovery teams

Problem Reviews, Review of unplanned technology service interruptions implementation / administration of recommendations

Working with all technical support teams involved in high severity problem restoration and resolution to document outcomes and lessons learnt

What will you bring?

Able to engage and collaborate with people at all levels of the organisation to reach a common objective.

Demonstrated ability to manage and work collaboratively during or after a crisis

Effective oral and written communication skills / techniques

Possess strong analytical, conceptual and problem solving skills to enable identification of multiple issues involved in complex business issues and to develop acceptable solutions for the business

Well established technical problem solving exposure

Good understanding of ANZ Bank applications and environments

Excellent problem solving & analytical skills, able to define problems, collect data, establish facts & draw valid conclusions

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture and we actively encourage people to try new things.

So if this role interests you and you feel you have most of these things in your toolbox, we'd love to hear from you.

So, why join us?

We're reinventing the way we do banking, and our community of collaborative, innovative thinkers who create human centred solutions are helping us get there.

We're responding faster to changing customer requirements, focusing on the things that matter and helping people achieve incredible things - be it buying their home, building a business or saving for things big or small.

We support our people by providing a range of flexible working options so they can work in the way that best suits them. We encourage you to talk to us about your need for flexibility and any adjustments you may require to our recruitment process or the role itself.

We'll also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong.

Interested in joining us? Click Apply now, or visit / careers to find out more or view other opportunities.

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