Senior Specialist, Major Incident Management

1 week ago

Sydney, New South Wales, Australia Greencap Full time
About the Role

We are seeking a highly skilled Senior Specialist, Major Incident Management to join our team at Greencap. As a key member of our operations team, you will play a critical role in ensuring the smooth delivery of our services.

Key Responsibilities
  • Coordinate the operational response to significant unplanned events and service interruptions to restore the service to its operational state.
  • Work closely with operations teams to ensure focus on removing Known Errors from the environment, in parallel with their other work activities.
  • Ensure trends are being identified proactively and addressed through Problem Management to reduce the likelihood and impact of Incidents affecting business productivity.
  • Assess the impact and urgency of Major Incidents to ensure the priority is correctly set and escalation is timely and appropriate within SLA targets.
  • Manage Major Incidents with authority and leadership to achieve speedy resolution.
  • Use PowerBI dashboards to highlight operational gaps and issues that require focus.
  • Ensure the escalation path for when a Major Incident becomes a crisis is clearly understood and followed.
Requirements
  • A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
  • Typically 5-10 years of experience working in an ITIL aligned operational role (Major Incident Management, Problem Management or similar).
  • Solid knowledge and experience of ServiceNow.
  • Proven ability to get inter-disciplinary and multi-vendor teams to work together effectively.
  • Enthusiasm and dedication to drive continual improvement and, or change.
  • Excellent analytical and communication (both verbal and written) skills.
  • Experience of working to (and exceeding) Service Level Agreements.
  • Process orientated with a methodical and planned approach to achieving goals.
About Greencap

Greencap is a leading engineering professional services firm, bringing together talented people across multiple offices. We are technical experts who design and provide strategic advice on sustainable solutions and engineer Future Ready projects that will help societies grow for lifetimes to come.

We believe that in imagining a better future for us all, you'll imagine a better future for you.

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