Major Incident Manager

4 weeks ago

Perth, Western Australia NEC Australia Full time

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Talent Acquisition Business Partner at NEC Australia

NEC is a leading global software and solutions technology business with approximately 850 employees. With over 120 years of innovation globally and 50+ years here in Australia, NEC has helped future-proof organisations in a dynamic and fast changing business environment, driving growth and efficiencies through smart technology solutions, manage risk, solve workforce issues and help businesses improve their customer and employee experience. Working with government agencies and private enterprises, NEC streamlines and simplifies the complex technology requirements, working in areas including health, transport, construction, manufacturing, emergency services, corrections, law enforcement and many more.

We are now looking for 2 x Service Reliability Specialists (Major Incident Managers) to join our team on initial 6- month fixed term contracts.

Role is based in Perth.

The primary accountabilities of the role include:

  • Participate in ensuring service reliability using the ITIL process of Incident & Problem focused on service reliability for our customers.
  • Drive service restoration of major incidents.
  • Manage and control all major incidents (24 x 7, 365 days per year) and associated communication/escalation, manage the SLA's for all incidents, manage and comply with the Incident and Problem Processes. This includes a rostered on-call component.
  • Participate in the review and documentation of major incidents.
  • Ensure any interruption of service is restored as quickly and safely as possible allowing Business operations to resume
  • Participate in the continuous improvement of Incident management including coordinating post incident reviews, root cause analysis inputs, and participating in the establishment of Team work instructions, known error documentation, and relevant reporting, and more broadly collaborate to ensure the teams targets are achieved
  • Liaise with Service Level Management to ensure all incidents are resolved within established SLA timelines and established service improvement plans for any under-performance
  • Participate in reviews of process strategy, policy, standards, design, procedures, plans, work instructions, supporting systems and tools, and process objectives and metrics.

Experience and Qualifications:

  • 3 plus years' experience in an Incident Management position
  • Ability to work in a rostered on-call environment 24 x 7, 365 days a year.
  • Possess a practical understanding of Industry Best Practices regarding Service, Incident, Problem, Service Level, and Knowledge Management
  • Demonstrated ability to develop partnerships with internal stakeholders to cultivate trust, collaboration and commitment in the ICT services and resources
  • Proven strong communication skills (face to face, conference calls and written) when working with Operational groups and with our Customers
  • Worked with managed services suppliers previously
  • ITIL Foundation
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeContract
Job function
  • Job functionInformation Technology
  • IndustriesIT Services and IT Consulting

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