Critical Response Leader

3 days ago

Sydney, New South Wales, Australia beBeeCriticality Full time $127,295 - $173,517
Job Title: Critical Response Leader

This key role plays a pivotal part in our critical incident management team within our IT service delivery model. You will be responsible for executing and supporting our Critical Incident Management Process, as well as contributing to our Problem Management process.

  • Main Responsibilities:
  • Leading support teams, suppliers, and necessary escalations to resolve critical incidents.
  • Monitoring critical events across various monitoring tools and elevating issues to relevant technical teams for remediation as part of the proactive Critical Incident Management process.
  • Reviewing incoming Incidents, assessing impact and urgency using the Critical Incident Management process.
  • Managing the Critical Incident Management process, including setting up and running a technical management bridge with support teams.
  • Developing and maintaining accurate incident information to enable effective decision making and action.
  • Providing clear, timely, and accurate communications to all key parties throughout each Critical Incident being managed.
  • Conducting Post Incident Review meetings for Critical Incidents and preparing a detailed Post Incident Review document for management circulation.

Your Skills and Experience:

  • A track record of at least 5+ years relevant experience in critical incident IT support and management of services in an ITIL framework environment.
  • Experience utilizing ServiceNow ticketing systems, particularly Incident and Problem management systems.
  • Strong troubleshooting skills and solid Critical Incident Management experience across multiple platforms.
  • Ability to communicate effectively under pressure and manage various IT service demands.
  • ITIL V4 Framework foundation certification or equivalent within one or more processes is highly desirable.

What We Offer:

  • 'Hybrid Working' - a mix of working from home and in the office to enhance work-life balance.
  • 'At My Best' wellbeing program, including free holistic wellbeing coaching, nutritional advice, confidential counselling, financial and legal guidance.
  • 12 weeks' gender-equal flexible leave for all new parents, including paid super.
  • The ability to maximize retirement savings through voluntary super contributions and company matching.
  • Income protection insurance.

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