Problem Solving Specialist

1 week ago

Canberra, ACT, Australia beBeeIncident Full time $94,729 - $105,669

Job Title: Incident And Problem Manager

Job Description

The Incident and Problem Manager (IPM) is a pivotal role in the IT Service Support team. This position offers the successful applicant the opportunity to create a real difference in the management of incidents and problems, with the potential to positively impact the work of the whole Information Division and improve outcomes for our clients.

This role requires strong analytical skills to identify patterns and categories of incidents for the purpose of raising with resolver groups for investigation and review. The IPM will provide advice to team managers on appropriate steps and, where necessary, communications to stakeholders.

Responsibilities of the role include:

  • Manage major IT incidents, including escalation and tracking, liaison with affected stakeholders, coordination of Joint Response Team (where necessary) and post incident reporting.
  • Develop strong and collaborative relationships with 3rd level/resolver groups in Information Division to facilitate good communication during incident investigation and resolution.
  • Examine incident logging trends to identify and analyse patterns and categories of incidents for the purpose of raising with resolver groups for investigation and review.

**Benefits

The successful applicant will have the opportunity to work in a busy and complex environment, with high-level client service skills and experience in an IT service support team. The role also offers opportunities for personal and professional growth, with a positive culture that values innovation and ideas.

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