ITSM Major Incident Manager

4 weeks ago


Canberra, ACT, Australia Greenlightworldwide Full time
About the company

Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.

About the engagement

Green Light Worldwide's Delivery Team are looking for a Major Incident Manager (NV1). The Major Incident Manager will provide end-to-end ownership & management of critical service-impacting incidents. This role will drive restoration, recovery and review of major incidents based on an ITIL-based incident management process, resulting in better service-related outcomes and optimised availability for customers.

The scope of customer services covered by this role is all operational services to customers post-initial installation. Responsible for the development and maintenance of documentation and a genuine understanding, respect and passion for process, this role would suit someone with experience in quality assurance and continuous improvement process and someone who can put the entire structure in place.

The processes are based on the IT Infrastructure Library (ITIL) and integrate with other ITIL-based processes such as Knowledge, Incident, Change and Configuration Management.

Responsibilities
  • Overseeing the major incident management process and matrix-management of team members involved in the prompt resolution of major incidents.
  • Lead all of the awareness programs on Incident Management processes.
  • Leading, responding, driving, facilitating and chairing all Major Incident investigation activities, meetings, and conference calls with customers and resolver groups.
  • Producing documents that outline Major incident procedures, such as how & when to escalate, communication plans, handling of cybersecurity threats or how to correct server failures.
  • Collaborating with the incident and problem management teams to ensure that all processes are diligently followed.
  • Ensuring all administration and reports are maintained and up-to-date, including contact information, technical diagrams, Post Incident Reviews (PIRs), and raising incident, problem and change records for Major Incident resolution.
  • Being accountable for resolving major incidents via a workaround or permanent fix, as well as following-up on any resulting permanent resolution of Problems or documented Known Errors.
  • Guiding and adjusting the incident management process as required to ensure its effectiveness and efficiency in the swift resolution of major incidents and problems.
  • Manage an ongoing program with the client and delivery teams to identify and implement service improvement initiatives.
  • Staying on top of resolution processes and initiatives and provide timely updates to business and technology leaders.
Experience
  • Demonstrable experience in Major Incident, Problem or Service Delivery Manager
  • Experience working in similar or related positions – ideally within the telecommunications or cloud computing industry
  • Experience in influencing teams (service teams ideally) that are not direct reports
  • Demonstrated ITIL process experience (Event, Incident, Change, Problem, etc.)
  • Strong knowledge of Incident, Problem Management and Knowledge Management (All ITSM Processes).
  • Excellent client handling skills - able to work with all levels within the client portfolio.
  • Demonstrated ability to multi-task and prioritise issues-(think outside the box)
  • Proven ability to work in a dynamic and high pressure environment.
  • Strong leadership skills with the ability to work largely unsupervised and see tasks through to completion without regular follow-up.
  • Excellent verbal/written communication skills with the ability to communicate appropriately with all levels of management
How to Apply

Click APPLY or contact John – Senior Resource Manager at johne@greenlightworldwide.com for a confidential discussion with Green Light Worldwide.

Seniority level
  • Mid-Senior level
Employment type
  • Contract
Job function
  • Information Technology
Industries
  • Technology, Information and Media

#J-18808-Ljbffr

  • Canberra, ACT, Australia Greenlightworldwide Full time

    About the companyGreen Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.About the engagementGreen Light Worldwide's Delivery Team are looking for a...


  • Canberra, ACT, Australia Charterhouse Full time $120,000 - $180,000 per year

    My client is seeking several profiles in service delivery and ITSM Including Incident Managers roles as well as Incident + Problem management roles  Canberra based positions1 year contract with 5 years visibilityNV1 mandatory5 Days in the officeStarts 01/10I know them very well and will be able to support your application with care and success , Please...


  • Canberra, ACT, Australia Kinetic IT Full time $80,000 - $120,000 per year

    About The RoleWe're on the lookout for a Major Incident Coordinator to join the Kinetic IT team on a 24/7 rotating roster. In this role, you'll play a critical part in coordinating the prioritisation and resolution of major incidents within a large-scale Federal Government environment.Your primary focus will be restoring services for priority incidents,...

  • Incident Manager

    2 weeks ago


    Canberra, ACT, Australia Charterhouse Full time $90,000 - $120,000 per year

    We are seeking an experienced ITSM professional to join a high-performing service management team. This role focuses on leading Major Incident Management (MIM) and Problem Management practices within a complex IT environment, ensuring rapid resolution of high-impact issues and driving continuous service improvement.Role in Canberra and requires an active...


  • Canberra, ACT, Australia Emanate Technology Pty Ltd Full time $120,000 - $180,000 per year

    Major Incident & Problem Manager Canberra | Contract or Permanent | 12-month contract with up to 4 extensions | Start Early October | 5 days onsite About the Role We're looking for an experienced Major Incident & Problem Manager to join a high-profile Federal Government engagement. This role will see you working onsite with a collaborative and...


  • Canberra, ACT, Australia Charterhouse Full time $120,000 - $180,000 per year

    My client is seeking several profiles in service delivery and ITSM Including Technology & Tools Manager – ITSM / ServiceNow  Canberra based position1 year contract with 5 years visibilityNV1 mandatory5 Days in the officeStarts 01/10I know them very well and will be able to support your application with care and success , Please reach out if you are...


  • Canberra, ACT, Australia Kinexus Australia Full time

    Kinexus is a recruitment partner to the Australian Government specialising in defence, national intelligence and security-cleared industries requiring higher levels of clearance. We've partnered with a global business that works with government departments in the national intelligence community to search for TSPV-cleared individuals for an ITSM/SIAM project...


  • Canberra, ACT, Australia Kinexus Australia Full time

    Kinexus is a recruitment partner to the Australian Government specialising in defence, national intelligence and security-cleared industries requiring higher levels of clearance. We've partnered with a global business that works with government departments in the national intelligence community to search for TSPV-cleared individuals for an ITSM/SIAM project...


  • Canberra, ACT, Australia ClearCompany Full time

    Vectiq is seeking an IT Incident and Problem Manager to support a high-profile Federal Government department in Canberra. This role plays a key part in ensuring high service availability by overseeing ICT incidents from start to resolution and driving root cause prevention.Key CriteriaAustralian Citizens with a TSPV clearanceAbility to commence early to mid...


  • Canberra, ACT, Australia Vectiq Pty Ltd Full time $120,000 - $180,000 per year

    Vectiq is seeking an IT Incident and Problem Manager to support a high-profile Federal Government department in Canberra. This role plays a key part in ensuring high service availability by overseeing ICT incidents from start to resolution and driving root cause prevention. Key Criteria Australian Citizens with a TSPV clearanceAbility to commence early...