Senior Incident Management Specialist

19 hours ago

Sydney, New South Wales, Australia WiseTech Global Full time
About This Role

We are seeking a seasoned ITSM professional to join our Productivity and Delivery team at WiseTech Global. Based in Sydney, this role offers an excellent opportunity for a strong leader to drive organisational change and deliver complex initiatives.

Key Responsibilities
  • Develop and maintain the organisation's Incident Management and Request Management systems of practice, tools, culture, and processes
  • Collaborate with stakeholders and product management to continuously improve the internally built Incident Management system
  • Own and deliver complex end-to-end systemic solutions
  • Manage Incident Management and Request Management data governance
  • Analyse and take corrective actions required to meet Incident Management and Request Management KPIs
  • Analyse Incident data to determine any trends or apparent problems that occur
  • Interface with the customer service team for management of both complex and Major Incidents
  • Lead and manage timely root cause identification across multiple teams and technologies - Document Post Incident Reviews for both customers and internal stakeholders
  • Prioritise and drive resolution of actions arising from PIRs to prevent recurrence of Major Incidents
  • Train staff and stakeholders in the Incident Management and Request Management processes, procedures, and policies
  • Report on Incident Management and Request Management practice implementation, team, and commercial outcomes
Requirements
  • 5+ Years ITSM experience including previous experience in Incident Management in enterprise-level IT environments
  • Competence using Incident Management systems
  • Strong technical acumen – ability to engage meaningfully in the technical detail of cause and resolution
  • Proficiency in recognising and comprehending systemic issues
  • Ability to work autonomously, while being comfortable taking direction as required
  • Highly skilled at using influence and merit to make impactful change
  • Ability to develop and maintain strong inter-departmental and stakeholder relationships
Compensation

The estimated annual salary range for this position is AU$120,000 - AU$180,000, depending on experience.

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