Manager, Incident

1 week ago

Sydney, New South Wales, Australia Perpetual Limited Full time
More time off for the things that matter - Up to 6 weeks' leave- Work where you work best - Hybrid office/work-from-home environment

The Manager, Incident & Problem is responsible for managing the end-to-end lifecycle of the Incident & Problem Management practices.

You will develop, coordinate, and promote effective incident and problem management practices across internal teams and external vendors in line with the service management framework and best practises.

Sounds interesting? Here are some specifics about the opportunity:

  • Own and lead the end-to-end lifecycle of an incident, from detection through to response, restoration, remediation, resolution, and closure
  • Monitor and manage reported incidents, and ensure prompt and efficient resolution in accordance with established service level agreements (SLAs)
  • Oversee, coordinate, and escalate incidents and problems as necessary and communicate with relevant stakeholders regarding incident status and resolution progress
  • Act as a liaison between different teams to facilitate incident and problem resolution
  • Own and lead the end-to-end Problem Management process to minimise risk and associated impact by efficient root cause. analysis, identification, and corrective actions across technology and business teams
  • Define, develop, and maintain transparent reporting that facilitates and supports Incident and Problem Management through their life cycle
  • Prepare and present incident reports to management and stakeholders, including incident trends, analysis, and recommendations for improvement
  • Conduct data analysis to identify patterns or trends in incidents and problems, and proactively address them
To be considered for this opportunity, your qualifications, skills and experience could include:

  • 3+ years of experience in Incident Management and Problem Management
  • Exposure and experience in managing multiple vendors
  • Strong experience of IT service, operations, and support
  • Working knowledge of ServiceNow or similar ITSM toolset
  • Excellent oral and written communication skills with the proven ability to liaise and negotiate effectively with people internal and external to the organisation
  • Self-driven and able to work independently
  • Strong planning and organisational skills, with the ability to meet deadlines within short time frames and to manage changing priorities
This role will be part of an on-call roster to provide 24/7 incident assistance.

Our opportunity We'd love to learn more about how your interests and experience could be a fit.

Here at Perpetual, we are committed to supporting a flexible working environment enabling you to work how and where you work best.

Our benefits

  • Two weeks additional paid leave for Wellbeing & Community Leave
  • Market competitive Parental Leave
  • Access to our Wellbeing Benefits and Perpetual Discounts providing discounts and special offers on entertainment, clothing, homeware, gift cards, technology, travel, dining and more
Why join us? You'll be joining a growing client-focused and collaborative global team with a values and purpose-driven culture.

Each and every day our people bring to life our enterprise behaviours - Stretch, Own It, and Make an Impact.

We value Diversity and Inclusion and know that the unique backgrounds, experiences, and perspectives of our people contribute immensely to the delivery of our purpose and strategy.

We're living this commitment as a WGEA Employer of Choice for Gender Equality and have a growing number of employee-led networks to raise awareness and promote Diversity and Inclusion at Perpetual.

We are extremely proud to work directly with over 23 Aboriginal language groups in various communities across Australia and we pay our respects to all Aboriginal and Torres Strait Islander People:
and to their Elders past and present. Aboriginal and Torres Strait Islander People are strongly encouraged to apply.

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