Global Major Incident Specialist

6 months ago

Sydney, Australia Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:
The Global Major Incident Manager will join the newly created IT Service Management function, and will jointly manage the day-to-day running and resolution of Major and High Criticality Incidents across all technology towers managed by Internal, External and 3rd Party suppliers within the IT technology landscape. The Global Major Incident Manager will help to unite internal and external teams across Service Management, IT Operations and DevOps teams to ensure a collaborative and effective approach to Major Incident Management.

The Global Major Incident Manager will run a consistent Major Incident Management process throughout Technology Services that focusses on delivering service excellence to our Brambles End Users, by ensuring the Resolution of all Major Incidents in a professional and expedient manner.

The Global Major Incident Manager will assist in reviewing and updating documentation related to Major Incident Management Standards, Policies and Processes and will ensure that communication and training is undertaken across Brambles and its Suppliers and 3rd Parties where future changes to Major Incident Management Standards, Processes and Policies are required.

The Global Major Incident Manager will support the Regional Service Delivery Managers with Major Incident Management reporting, and ensure that data and information are understood across all workflows and processes that integrate with Major Incident Management Processes (Availability, Incident, Problem, Knowledge, Change, Configuration etc.).

The Global Major Incident Manager may be expected to assist in the improvement of other Incident Management focussed Service delivery processes (Proactive queue management, Push Left, Reduced Reassignment Counts, Aged Ticket analysis etc.) to help enable increase customer satisfaction.

This role supports on a day-to-day basis the timely recovery of all service-affecting technology incidents within Brambles. The Global Major Incident Manager will assist in trend reporting, progress Root Cause Analysis and improve levels of User satisfaction, so is therefore a key operational role in the technology organisation and requires the ability to operate effectively under pressure and to demanding deadlines.

Preferred Education

Bachelors

Preferred Level of Work Experience

1 - 3 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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