Chapter Lead Problem Management
1 day ago
Opportunity to lead a team of Problem Engineers
Handle end to end Problem Management across ANZ
Bring your Service Now experience (Problem Module)
About the role
**Role location**: Melbourne
**Role Type**: Permanent full-time, flexible working options available
**Team**: Problem Management
Do you enjoy leading investigations into incidents that have occurred? Are you currently leading a team or looking to lead a team?
This newly formed team of 3 Problem Engineers is looking for a Chapter Lead Problem Management. As a hands on lead you will look to learn and understand the end to end tech landscape of ANZ and work to reducing incidents across the bank, supporting the Post Incident Review process, writing Post Incident Reports, leading problem investigations and driving proactive problem management.
You will not be the direct fixer but you will hold governance, coach and facilitate with the relevant teams. This will play hand in hand with developing the capability and nurturing your team members. Experience with Service Now is crucial, especially the Problem Module.
What a typical day might look like
Development, coaching and performance reviews of Chapter members based on input from key stakeholders
Owning Problem Management responsibilities associated with the Post Incident Review process
Responsible for the governance and performance of all Major Problems across all domains. Ensuring root cause analysis is conducted for all major incidents and manage the implementation of follow-up corrective actions
Identify deficiencies in existing process and / or opportunities to improve existing processes for efficiency gains and improving the overall service stability of the organisation’s technology
Provide on time, meaningful and high-quality reports with detailed analysis targeted at the right stakeholders
Support the Product Owner with ensuring relevant IT governance policies, procedures, and processes are aligned with the banks vision
Using the service management data available in ServiceNow and other tools, analyses and generates valuable insights
Contribute to internal and external audits related to Problem Management
Actively Contribute to the Problem Review Board
Continuously develop expertise and stay up to date with emerging trends, practices and information in area of expertise
What will likely be in your toolkit?
Strong understanding in ITSM Practises, particularly - ITIL V4
Expert understanding to use Service Now especially the Problem Module
Proven experience in leading Major problem investigations
Preferably proven experience in the management of people
Good Knowledge on Process Governance mechanisms
Strong written and verbal communication skills
A team player and an active listener
Exceptional interpersonal skills, including the ability to inspire, mentor, coach and develop others
Proven analytical skills and data-driven decision maker
About ANZ
At ANZ, everything we do boils down to ‘why’ - our purpose - to shape a world where people and communities thrive. We're focused on seeing our people thrive just as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
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