Effective Incident and Problem Resolution Specialist

3 days ago

Sydney, New South Wales, Australia beBeeIncidentManager Full time $100,800 - $138,000
Job Title

HUB24 is a leading provider of integrated platform, technology and data solutions for the wealth industry. As an Incident and Problem Manager, you will play a key role in ensuring service excellence through effective communication, timely resolution, continuous process improvement, and strong stakeholder engagement.

Key Responsibilities:
  • Manage end-to-end major incidents to ensure fast, effective resolution and SLA compliance.
  • Facilitate clear, timely communication during incidents to stakeholders and leadership.
  • Record detailed information on major incident activities.
  • Oversight of problem ticket creation, tracking, and resolution.
  • Conduct and facilitate post-incident reviews and reporting.
  • Enhance and maintain service management processes, documentation, and tools.
  • Analyse service metrics to drive data-informed process enhancements.
  • Lead knowledge management practices via ITSM platforms.
  • Produce insightful reports and track corrective actions to closure.
  • Stay up-to-date with ITSM trends, tools, and industry best practices.
  • Train technical teams on updated processes and best practices.
  • Collaborate with internal and external stakeholders to deliver client-focused outcomes.
Requirements:
  • Minimum 3+ years of experience in Major Incident & Problem Management.
  • 5+ years in ITIL-aligned IT Service Delivery environments.
  • ITIL v3 or v4 Foundation certification.
  • Proven ability to lead major incident responses and manage communications effectively.
  • Experience with service management platforms and reporting tools.
  • Understanding of financial services applications (desirable).
  • Process modelling and documentation skills.
  • Proactive mindset with critical thinking abilities.
  • Strong understanding of technical outcomes and operational IT support.
  • Demonstrated ability to build relationships and exceed expectations.
  • Focused on delivering high-quality outcomes with empathy for business needs.
  • Exceptional written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • High attention to detail with excellent time management skills.

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