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Incident & Problem Management Lead

2 months ago

Perth, Western Australia ABN Group Full time
About ABN Group

ABN Group is a leading provider of building, property, and finance services in Western Australia and Victoria. With a history spanning almost 45 years, we have established a reputation for delivering high-quality services and building strong relationships with our customers.

The Role

We are seeking an experienced Incident & Problem Management Lead to join our team. As a key member of our IT Service Management team, you will be responsible for leading and implementing IT Service Management processes nationally, including incident and major incident management and problem management processes.

Key Responsibilities
  • Incident Management: Manage incident management response and ensure all priority incidents are resolved within defined service level targets.
  • Investigation and Resolution: Investigate escalated, non-routine and high-impacted incidents with responsible service owners and seek timely resolutions.
  • Recovery and Communication: Facilitate recovery activities with key stakeholders following resolution of incidents and provide communications to impacted stakeholders throughout the incident lifecycle.
  • Process Improvement: Conduct comprehensive post-incident reviews to identify process improvements and present report findings to relevant stakeholders.
  • Problem Management: Coordinate and drive problem management activities through to successful completion.
Requirements
  • Leadership Experience: Proven leadership experience and ability to foster a high-performance team culture.
  • ITIL Certifications: ITIL certifications desired and experience using ServiceNow ITSM platform.
  • Communication Skills: Effective communication, networking, and influential skills.
  • Analytical Skills: High attention to detail and ability to analyze complex issues with multiple variables.
  • Team Development: Experience in developing and training team members on IT-related processes.
Why Join ABN Group

We offer a dynamic and collaborative work environment, a high-performing team, and opportunities for career growth and development. Our employee benefits include:

  • In-House Discounts: Exclusive discounts to enjoy.
  • Flexibility: Work arrangements tailored to support your work-life balance.
  • Career Growth: Opportunities to elevate your career within a thriving organization.
  • Wellness Focus: Dedicated programs to nurture your well-being.
  • Health Coverage: Access discounted private health insurance.
  • Parental Leave: Paid leave for both primary and non-primary carers.