Business Incident Resolution Specialist

2 days ago

Darwin, Northern Territory, Australia beBeeProblem Full time $110,000 - $140,000
Job Role Summary

The Problem Coordinator plays a pivotal role in mitigating business disruptions by identifying, investigating, and resolving root causes of incidents.

  • Lead and coordinate problem investigations across client accounts to ensure timely resolution.
  • Manage the entire lifecycle of problems from identification through to closure, ensuring alignment with established processes.
  • Foster Root Cause Analysis (RCA) and document findings according to ITIL standards.
  • Ensure prompt resolution of problems and implementation of preventive measures.
  • Monitor and verify the accuracy of all problem management tickets in accordance with established protocols.
  • Analyse incident trends to identify potential and recurring problems.
  • Maintain and update problem management process and procedure documentation.
  • Gather data and generate operational reports on problem trends and metrics.
  • Determine and review ticket priority in consultation with service delivery and service centre managers, taking client impact into account.
Essential Skills and Qualifications
  • In-depth knowledge of problem and change management principles.
  • Knowledge of and/or experience working within an ITIL-based environment.
  • Exceptional multitasking abilities.
  • Articulate and methodical work practices.
  • High level of interpersonal and organisational skills.
  • Effective communication and collaboration skills.
  • Ability to work effectively within a team environment.
  • Experience in proficiently using Microsoft Office products, particularly Excel for data analysis and reporting purposes.
Key Requirements
  • Problem-solving and analytical thinking.
  • Strong attention to detail.
  • Excellent time management and prioritisation skills.
  • Able to maintain confidentiality and handle sensitive information.
  • Flexibility to adapt to changing priorities and deadlines.
Benefits
  • Promote career growth and development opportunities.
  • Contribute to a dynamic and innovative team environment.
  • Participate in ongoing training and professional development.

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