Senior Major Incident Manager

2 weeks ago

Adelaide, South Australia ASG Group Full time

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.

Job Overview: We are seeking a highly skilled and experienced Major Incident Manager to join our team. The ideal candidate will be responsible for managing and resolving major incidents to minimize business impact and ensure timely service restoration. This role requires excellent leadership, communication, and problem-solving abilities.

Key Responsibilities:

  • Lead the response to major incidents, ensuring prompt and effective resolution to minimize business impact.
  • Serve as the primary point of contact for major incident-related communication, providing timely and accurate updates to stakeholders, including senior management, IT teams, and business users.
  • Coordinate with technical teams, stakeholders, and third-party vendors to resolve incidents and implement solutions.
  • Develop and maintain major incident management processes and procedures.
  • Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement.
  • Communicate incident status, impact, and resolution progress to senior management and stakeholders.
  • Ensure that incidents are properly documented, tracked, and reported.
  • Implement proactive measures to prevent recurrence of incidents.
  • Provide training and guidance to team members on incident management best practices.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Extensive experience in managing major incidents in critical environments, with on-call availability.
  • Proven experience in relationship management, ensuring effective collaboration with stakeholders and fostering strong partnerships.
  • Strong interpersonal and relationship-building skills with the ability to communicate confidently and effectively with both customers and senior management.
  • Strong organization, tracking, follow-up, and analytical skills with the ability to collect, assess, and report factual data, present logical conclusions, and prepare high-quality written reports for presentation to senior stakeholders.
  • Excellent problem-solving skills and the ability to accommodate changing priorities and directions.
  • Self-starter proactively identifying potential issues that aren't readily apparent and effectively manage multiple projects/action items with minimal supervision.
  • Commitment to delivering exceptional incident management services.
  • Strong understanding of ITIL framework and incident management processes.
  • Experience with incident management tools and platforms (e.g., ServiceNow, Jira).

Preferred Qualifications:

  • ITIL v3/v4 certification.
  • Experience in a high-availability environment with mission-critical systems.
  • ITSM Tooling experience.
  • Previous experience in a leadership or managerial role.
  • Strong analytical skills with the ability to interpret complex data and metrics.

WHAT'S IN IT FOR YOU?

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you'll be rewarded with a career changing experience only consulting can provide.

  • Diverse and challenging project work
  • Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
  • Training and development opportunities
  • Salary sacrifice, motor and novated leases
  • Committed health & wellbeing plan including Employee Assistance Program
  • 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
  • Corporate partnerships


DIVERSITY & INCLUSION
We celebrate the diversity of people, and we pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias.
We value our collaborative culture and work together to support a variety of community organisations and social issues.

Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward – so that you're always ahead of tomorrow.
We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success – across business, government and beyond.
We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space – with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.
Transformative digital solutions take the right team, making the right moves at the right time. You've found yours with NRI.

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