Technology Incident Problem Manager

1 week ago

Brisbane, Queensland, Australia beBeeProblemSolver Full time $90,000 - $120,000
Job Opportunity

The company is Australia's largest lottery provider, offering exciting games that deliver life-changing wins to customers and make a meaningful difference in the community.

We're a team dedicated to bringing you Australia's favourite lottery games. For over 100 years, we've been contributing to a better future by delivering winning moments every day to our people, customers, retailers, partners, and community.

Our Technology division strives to provide world-class technology solutions and services. We're on a mission to excel at delivering exceptional products, services, and experiences that exceed our customer's expectations.

As a key member of our Service Management team, you will proactively support all areas of our business, ensuring the delivery of efficient and effective IT Service Management services. You will also provide support for the change and problem management process.

Key Responsibilities:

  • Analyse the entire lifecycle of incidents (P1-P4) to ensure timely resolution and minimum business impact.
  • Support problem management, ensuring consistent application of the problem management process.
  • Provide support for the change management process, ensuring changes are evaluated, approved, and implemented with minimal risk to the business.
  • Perform reporting and metrics analysis. Prepare and deliver reports on incident and problem management metrics, trends, and performance for senior leaders and regulatory bodies.

Requirements:

  • Certification in ITIL or other relevant IT service management frameworks is highly desirable.
  • A strong understanding of the ITIL framework and best practices.
  • Experience in IT service management, with a focus on incident, problem, and change management.
  • Experience in a 24/7 on-call environment, with an ability to handle high-pressure situations.
  • Strong communication skills with proven experience providing written updates on incidents to senior leaders.
  • Familiarity with IT service management tools and software.

Benefits

This role offers a range of benefits including competitive salary, professional growth opportunities, and a dynamic work environment.

Miscellaneous

Please note that certification in ITIL or other relevant IT service management frameworks is highly desirable but not mandatory. Familiarity with IT service management tools and software is essential for this role.

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