Major Incident

6 days ago

Sydney CBD, Australia Robert Walters Full time

This role is critical for ensuring the swift recovery of major IT incidents and maintaining the accuracy of IT asset information. The position requires being the primary 24x7 on-call contact for major incidents and serving as the subject matter expert (SME) for Incident and Asset Management in the APAC region.

Overview:
In this role, you will oversee the evaluation, tracking, and reporting of IT service performance and compliance, ensuring alignment with established service level expectations and applicable regulatory requirements.

Core Responsibilities:

Major Incident Oversight:

- Lead the resolution of high-impact IT incidents by coordinating rapid response efforts and maintaining clear communication with key stakeholders.

- Operate as the principal point of contact for major incidents on a 24/7 rotational basis.

- Participate in a global follow-the-sun support model to ensure seamless Major Incident Management coverage.

- Collaborate with IT leadership to shape and refine the incident and asset management strategy.

- Ensure objectives are SMART (Specific, Measurable, Achievable, Relevant, Time-bound), and implement mechanisms to monitor and report progress effectively.

Asset Oversight:

- Manage the integrity and accuracy of IT asset records within the Configuration Management Database (CMDB), ensuring regulatory compliance.

- Provide guidance to IT teams globally in the proper registration and maintenance of assets within the CMDB.

- Act as the Subject Matter Expert (SME) for both Incident and Asset Management processes across the APAC region.

- Support the ongoing development and scalability of global asset management capabilities.

Monitoring, Compliance & Controls:

- Keep abreast of evolving regulatory frameworks and internal policy changes, and take proactive measures to maintain compliance.

- Guarantee adherence to internal policies by ensuring all incident and asset management activities are carried out with precision and consistency.

Performance Reporting:

- Design and produce dashboards and reports that highlight Key Performance Indicators (KPIs) and metrics related to incident resolution and asset management, tailored to meet business requirements.

Qualifications & Experience

Required Background:

- Demonstrated hands-on experience in both incident and asset management.

- Proficiency in ITIL v4 principles and frameworks.

- Practical experience with ServiceNow or similar ITSM platforms.

- Background in the financial services sector is highly desirable.

- Familiarity with clearing systems, financial instruments, and related operational workflows is a significant advantage.

- CSDM experience is highly advantageous.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Chane Prasongdee on 02 8289 3118 for a confidential discussion.

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