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Crisis Resolution Manager

1 month ago

Sydney, New South Wales, Australia Interactive Full time

At Interactive, we're a dynamic tech company constantly growing and evolving.

This role goes beyond coordination – you'll work closely with customers and our service delivery team, refining and improving incident management processes.

Some key responsibilities:

  • Act as single point of call for major incidents.
  • Coordinate between technical resolver groups, SDM's and business stakeholders during major incidents.
  • Oversee and improve the ITIL-based Incident Management lifecycle.
  • Implement strategies to reduce downtime and improve SLAs and customer satisfaction scores.
  • Provide insightful reporting to senior management, including trend analysis and performance metrics.
  • Work within a 24x7x365 rotating roster.

A successful candidate will have:

  • Experience in Incident Management within an ITIL environment.
  • Excellent written and verbal communication skills, and the ability to remain calm under pressure.
  • Strong stakeholder management skills, including coordinating with technical teams, clients, and senior management.
  • A collaborative and solution-driven mindset with a passion for continuous improvement.
  • Able to work unsupervised and exercise independent judgement.

About Interactive:

We're a tech company with a personal touch. Our customers trust us with their most important data, support critical devices, and secure systems.

Why join us?

You'll enjoy perks like on-site baristas in our offices and access to diverse benefits and discounts from partners.

We prioritize people development, with bespoke technical academies to help you grow.

Average salary: $120,000 - $180,000 per annum