Major Incident

Company Description

**Let’s create a more sociable future together**

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you

**Job Description**:

- **
Love what you do and leave your mark**:

- ** Flexible and Hybrid working**

As the **Major Incident and Problem Manager**, you will lead and oversee the resolution of major IT incidents, ensuring the swift restoration of critical platforms, products, and services. Your role is pivotal in minimising disruptions to Endeavour Group’s business and ensuring service availability, performance, and reliability while upholding high standards of customer satisfaction.

Reporting to the Manager, Incident & Problem, you will take a leadership role, directly engaging with end-users and key stakeholders to provide timely and effective solutions to service issues. You are accountable for managing major incidents across all geographic locations 24/7/365 at a strategic level, ensuring the efficient execution of major incident processes and problem resolution across the organisation.

Through strategic leadership and delivering service excellence, you will drive improvements in operational efficiency, support the overall continuity of services, and work on enhancing incident and problem management processes to secure and optimise service reliability.

Sound good? Read on.

Here is a taster of what you can expect in this role:

- Lead the strategic coordination of responses to major IT incidents, ensuring timely resolutions and communication with all stakeholders.
- Oversee incident bridges, providing guidance and leadership to technical teams and business stakeholders throughout critical incidents.
- Act as the key escalation point for all major incidents, ensuring prompt and effective resolution.
- Conduct comprehensive post-incident reviews, documenting lessons learned and driving continuous improvement.
- Align incident management strategies with business objectives and IT service management functions.
- Lead root cause analysis for recurring issues, ensuring thorough post-incident reviews and problem-solving efforts.
- Ensure problems are logged, tracked, and remediated effectively, working closely with service owners and technical teams.
- Maintain oversight of the Problem Management database, ensuring all issues are well-documented and resolved.
- Drive proactive problem management by identifying systemic issues and preventing future incidents.
- Contribute to the continual improvement of Major Incident and Problem Management processes, ensuring alignment with ITIL best practices.
- Develop and implement process improvements to increase operational efficiency and enhance service reliability.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for
- Build and nurture strong relationships with internal and external stakeholders to facilitate smooth incident responses and service improvements.

**Qualifications**:
Now let’s talk about you:

- ITIL Certified (Minimum Foundation).
- 5+ years’ experience in Major Incident and Problem Management in a 24/7/365 enterprise.
- Strong knowledge of ITIL framework and incident management best practices.
- Proven experience managing high-severity incidents from identification through resolution.
- Skilled at coordinating cross-functional teams to resolve incidents efficiently.
- Leadership in guiding teams during major incidents, ensuring clear communication.
- Quick and effective in assigning roles and responsibilities in dynamic environments.
- Excellent verbal and written communication skills, with the ability to explain technical details to both technical and non-technical stakeholders.
- Experience in creating incident reports and contributing to post-incident reviews (PIRs) or root cause analysis (RCA) documentation.
- Attention to detail in diagnosing incidents, documenting steps, and tracking progress.
- Familiarity with monitoring tools and ticketing systems (e.g., ServiceNow, Jira).
- Strong prioritisation skills during incidents, addressing critical issues first.
- Resilience in high-pressure environments and adaptability to changing situations.
- Ability to conduct post-incident analysis to identify improvement areas.
- Flexibility to work outside normal business hours during critical incidents.
- Analytical thinking to assess impact and develop mitigation strategies.

**Desirable**
- Bachelor's degree in computer science, computer engineering, applied science, or equivalent experience.
- Experience with agile, lean, DevOps, and other best/next practices.
- Understanding of IT governance, cybersecurity, risk, and compliance.