IT Major Incident Manager

3 weeks ago

Melbourne, Australia SS&C Full time

The speed of technology. The influx of data. Shifting regulations. Increased customer expectations.

That's where you'll find SS&C, helping clients find opportunity in ever-changing and complex customer, business, and regulatory requirements. Mastering complexity is a constantly changing and evolving challenge - one that only a few people can embrace and thrive upon.

If you see your opportunity in complexity, then we are the right fit for you.

**Job Description**:
The role of the IT Major Incident Manager is primarily focused on handling and resolving major incidents to minimize the impact on the business and its customers. The IT Major Incident Manager plays a critical role in maintaining the quality and availability of IT services, minimizing disruptions, and ensuring that incidents are addressed in a timely and efficient manner to meet SLA’s and customer expectations.

Role Responsibilities:

- Management of high severity/impact incidents, including triage, categorisation, prioritisation, communications, status updates, coordination, resolution, closure, root cause and reports.
- Problem Management for Major Incidents, including PIRs, tracking, prioritisation and reporting.
- Lead and support colleagues in pursuit of restoration of service and elimination of root-cause faults.
- Determine and escalate incidents to senior management to ensure appropriate support is provided.
- Assign appropriate priority levels to incidents based on their impact and urgency, following SLA protocol.
- Record detailed information about incidents, including nature of the problem, affected services, actions required etc.
- Maintain a real-time record of the current incident status, including ensuring updates, actions taken, etc.
- Drive investigation into incidents to understand their root causes and establish action plans for their resolution.
- Work with the technical teams to resolve incidents promptly and efficiently, adhering to established Incident Management processes and procedures, and observing resolution targets and SLAs.
- Identify and implement temporary workarounds to restore services.
- Track key metrics and generate incident related reports, including time to resolution and incident trends.
- Interface with technology support staff and business stakeholders to foster collaboration across a virtual working group.
- Create positive working relationships with support personnel and other SMEs to build domain experience and product knowledge.
- Active support of the continuous improvement roadmap to drive change to ensure a high level of proactiveness in incident prevention.
- Support SS&C’s Managed Service, Production Support and Technology Delivery in the continued evolution of our Major Incident Management and Problem Management policies and processes.

Skills and Competencies:

- Excellent communication and interpersonal skills with the ability to communicate effectively with technical and non-technical stakeholders.
- A customer focused approach with a commitment to delivering high quality service.
- Strong time management and prioritisation skills
- Strong stakeholder management skills.
- Experience with enterprise scale major incidents and problems.
- Strong process, structure and governance.
- Comfortable working under pressure.
- Flexibility with working hours.

Education and qualification:

- Bachelor’s degree in computer science, Information Technology or related experience.
- Relevant certifications in ITIL Foundation, with emphasis on Incident Management and Problem Management.

Prior knowledge and skills:

- Proven experience in ITSM and Incident Management.
- Strong knowledge of ITIL or other IT service management frameworks.
- Experience with Incident Management tools and software.
- Change Management or Problem Management experience.

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