Incident & Problem Resolution Specialist

5 days ago

Sydney, New South Wales, Australia beBeeIncident Full time $145,000 - $175,000
Expertise in Incident Management and Problem Solving

This role requires a seasoned professional with expertise in incident management and problem solving to drive consistency, efficiency, and effectiveness in managing IT incidents and problems. The ideal candidate will have a deep understanding of IT service management processes and be able to operationalize best practices across the organization.

Key Responsibilities:

  • Develop and implement consistent incident and problem management processes that align with industry standards.
  • Collaborate with stakeholders to identify areas for improvement and develop strategies to enhance service quality and reliability.
  • Lead post-mortem analysis and corrective action implementation to minimize the negative impact of IT incidents and prevent recurrence.
  • Ensure seamless operation, continuous improvement, and strategic alignment of business technology services with broader organizational goals.
  • Drive rapid service restoration, effective crisis management, SLA adherence, and structured incident response.
  • Reduce incident recurrence, enhance IT Service quality and reliability, cost reduction, knowledge, and learning, risk mitigation, and continuous service improvement.

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field; Master's degree or relevant certifications (ITIL, PMP) highly desirable.
  • Expert knowledge of ITSM tools JIRA Service Management (JSM) and frameworks, with practical experience in implementing and managing ITIL processes.
  • 5+ years defining and driving Incident and Problem Management processes, including experience with post-mortem analysis and corrective action implementation.
  • ITIL 4 Foundation, Global Best Practice in IT Major Incident Management (MIM), Root Cause Analysis (RCA) Certifications.

We value diversity and inclusivity in our workplace and are committed to fostering an equitable work environment that reflects the communities we serve. We encourage candidates from diverse backgrounds to apply and welcome any accommodations needed during the recruitment process.

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