Problem Solver

2 weeks ago

Melbourne, Victoria, Australia beBeeIncident Full time $105,000 - $145,000

At Attr, we are seeking an experienced Incident Problem Manager to fill a critical role in our team.

Key Responsibilities:
  • Manage major incidents from identification to service restoration and closure, ensuring timely and effective communication with internal and external stakeholders within contracted Service Level Agreements (SLAs).
  • Conduct root cause analysis and produce RCA documentation within agreed timeframes, utilizing professional communication skills to ensure transparency and trust.
  • Elevate incidents within the support organization as required, overseeing customer/support escalated incidents and coordinating plans for change, while obtaining necessary approvals from all stakeholders.
  • Develop action plans for issue remediation during incident troubleshooting and regularly review lower-priority incidents to avoid emerging higher-priority issues and root cause fixes.
  • Collaborate closely with alerting and monitoring teams to proactively prevent high-priority incidents, identifying changes in support processes and updating the Incident Management process accordingly.
  • Lead post-incident review meetings with customers and report on major incident service level compliance statistics to Service Delivery and Account Managers.
  • Track and manage Problem Records, providing reporting and updates to internal and external stakeholders.

Requirements:

  • Proven experience in incident management and problem solving
  • Excellent communication and analytical skills
  • Ability to work under pressure and meet deadlines
  • Knowledge of IT service management frameworks and processes

What We Offer:

  • A dynamic and supportive work environment
  • Opportunities for professional growth and development
  • A competitive compensation package

How to Apply:

  • Submit your resume and cover letter
  • Available positions will be posted on our website

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