Incident & Problem Management Lead

5 hours ago


Perth, Western Australia ABN Group Full time
About ABN Group

ABN Group is a pioneering company in the building, property, and finance industries, with a 45-year history of making home ownership a reality for thousands in Western Australia and Victoria.

The Role

We're seeking a highly skilled Incident & Problem Manager to lead our IT Service Management processes nationally, including incident and major incident management and problem management processes.

This is a key role that requires a strong leader who can build relationships, inspire others, and drive process improvements.

Key Responsibilities
  • Manage incident management response and ensure all priority incidents are resolved within defined service level targets
  • Investigate escalated, non-routine and high-impacted incidents with responsible service owners and seek timely resolutions
  • Facilitate recovery activities with key stakeholders following resolution of incidents
  • Provide communications to impacted stakeholders throughout the incident lifecycle
  • Conduct comprehensive post incident reviews to identify process improvements, and present report findings to relevant stakeholders
  • Coordinate and drive problem management activities through to successful completion
What We Offer
  • 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
Requirements
  • Extensive understanding of incident and problem management processes
  • High attention to detail and ability to analyse complex issues with multiple variables
  • Experience in developing and training team members on IT related processes
  • Effective communication, networking and influential skills
  • ITIL certifications desired and experience using ServiceNow ITSM platform
  • Leadership experience and ability to foster a high-performance team culture


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