Incident Response Specialist

2 days ago

Brisbane, Queensland, Australia beBeeProblemManager Full time $100,000 - $140,000
Job Opportunity

We are seeking a skilled Problem and Incident Manager to join our team.

Key Responsibilities:

  • Ensure that our Incident Management Process is effective, efficient, and aligned with industry standards.
  • Deliver high-quality service to our customers, consistently meeting defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Maintain a well-designed and documented Incident Management Process, ensuring seamless execution and continuous improvement.
  • Provide expert-level customer service, resulting in a positive experience for our clients.
  • IDentify critical success criteria and develop KPIs that measure success effectively.
  • Train staff and clients on Incident Management best practices.
  • Document all aspects of Incident Management, ensuring complete end-to-end transparency.
  • Analyze, report, and manage the successful execution of Incident Management.
  • Deliver comprehensive Post-Incident Reports.

Requirements:

  • A minimum of 3 years of related business experience.
  • Experience in developing, implementing, and maintaining processes and procedures.
  • Strong customer service skills, with the ability to empathize and prioritize.
  • Proven ability to deliver quality client service under limited direction.
  • Effective data management, ensuring accuracy and quality.
  • Excellent initiative in system development and improvement.
  • Able to coordinate multiple activities while managing dependencies and risk.
  • Strong leadership and decision-making skills.
  • A highly analytical and results-driven approach.
  • Good technology skills to support problem analysis.
  • Exceptional communication, written, and interpersonal skills.
  • Knowledge of ITIL an advantage.
  • Experience in retail an advantage.

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