Incident Management Specialist

16 hours ago

Canberra, ACT, Australia beBeeincidentmanagement Full time $120,000 - $140,000
Job Title: Incident Management Specialist

We are seeking an experienced Incident Manager to join our team at Genesis-ITT-Pty-Ltd.

The successful candidate will be responsible for conducting incident management across the defined environment, providing governance and SME knowledge of the Incident Management environment.

Key Responsibilities:

  • Provide governance and SME knowledge of the Incident Management environment.
  • Monitor the Incident queues and ensure all tasks are completed within contracted Service Hours.
  • Conduct trend analysis and identify shortfalls in knowledge, templates and training.
  • Chair Weekly Incident Management forums.
  • Work in conjunction with Problem and Major Incident specialists in order to conduct proactive problem management and early identification of potential High Priority Incidents.
  • Ensure all contract deliverables are met.
  • Provide input into daily, weekly and monthly reporting requirements.
  • Action customer requests as required.

Technical Skills:

  • Microsoft Excel for data analysis and reporting.
  • Microsoft Word for writing documents and procedures.
  • Microsoft PowerPoint for generation of presentations.
  • ITIL certification at Foundation level or basic working knowledge.

Key Performance Indicators:

  • Accuracy of Incident Management Forums.
  • Accuracy of Incident Management compliance reporting.
  • Compliance with contractual deliverables and Service Hours attainment.
  • Completion of requests in line with agreements.
  • Action escalations and drive to resolution with key stakeholders.
  • Compliance with OHS process and policies.

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