IT Service Manager

1 week ago


Sydney, Australia Macquarie Telecom Group Full time

**About us**

There’s something special about working for Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do We make a difference and we’re #SoUnTelco in everything we do.

If you want to make a difference, then this is the place for you

**The Role**

As Macquarie Telecom’s IT Service / Incident Manager, working in our Service Assurance team, you will ensure that all problem management activities focused on end-to-end process effectiveness and efficiency within Service Operations are captured, tracked, and driven through to resolution.

You will manage our vendor technical support teams to ensure that the triage of reported faults and defects is undertaken with an evidence-based approach used for providing recommendations for Problem resolution.

**You love**
- Solving problems and getting things done
- Looking for better ways to improve efficiency
- Owning your patch and working cross functionally with the respective teams

**You will**
- Work collaboratively with Incident Management in our HUB, Network Operations and Change Management to ensure that service availability and quality are increased over time
- play an active role in implementation, transformation and continuous improvement programs
- Project manage the delivery of technical and service actions aimed at addressing Root Cause
- Define, develop, and maintain transparent Problem Management Reporting that facilitates a streamlined identification and management of Problems through their life cycle
- Ensure Voice of Customer is at the centre of all your actions

**You must**
- Possess a Bachelor of Engineering, Bachelor of Computer Science, or other related STEM based degree
- Have obtained industry certifications including CCNA/JNCIA, CCNP/JNCIP or equivalent.
- Have completed ITIL V4 Foundations Certification
- Bring at least 5 years of ICT and/or Telecommunications industry experience
- Have proven working knowledge of CISCO and/or Juniper data networks/networking
- Understand the impact Problem Management has on other ITSM processes to then be able to deliver solutions and process improvements
- Have a sense of urgency commensurate with managing a priority/severity incident in a 24x7 environment

If this excites you, lets chat.


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