Incident and Problem Management Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeProcess Full time $110,000 - $168,000
Service Manager

Are you a seasoned professional seeking a challenging role in incident and problem management?

  • Job Description:

Key Responsibilities:

In this exciting position, you will be responsible for managing the processes to restore normal service operations as quickly as possible during outages. You will also identify root causes of issues, develop solutions, and authorize workarounds to prevent recurrence. Your expertise will guide internal teams and external customers through complex technical issues.

Additional Responsibilities:

Develop, implement, document, enhance, and continually improve the organization's Incident & Major Incident Management Framework, roles, responsibilities, and processes & procedures.

Produce relevant training materials and documentation to support new and existing staff members in understanding and adhering to Incident Management processes.

Collaborate closely with Service Manager - Knowledge and Training to incorporate information into the support knowledge base, ensuring future incidents are efficiently managed.

Define and report on key performance indicators (KPIs) in consultation with the Head of SIAM, focusing on non-conformance metrics.

Participate actively as a member of the SIAM Leadership Team, engaging with peers within the business to drive strategic objectives.

  • Required Skills and Qualifications:

Minimum 5+ years of experience in a similar role.

At least 2 years' experience in technology, people leadership, and management.

Proficiency in Microsoft Azure, AWS, and GCP platforms.

Proven experience in IT Service Management (ITSM) process development, particularly in Incident and Problem Management.

Extensive experience in developing and sustaining constructive relationships with customers, internal stakeholders, suppliers, and industry representatives.

Ability to manage multiple tasks in a fast-paced environment, working under stress in emergencies, and demonstrating flexibility to handle pressure from all directions simultaneously.

  • Benefits:

Genuine flexibility and work-life balance.

Company benefits including discounted lifestyle services such as novated leasing and health insurance.

Convenient Sydney CBD location with brand-new offices.

Opportunity to work with proactive and open-minded leadership that genuinely cares and collaborates to create effective outcomes.

Work for an organization prioritizing company culture and employee satisfaction.

  • Culture Values:

AC3 operates with family values, emphasizing real relationships beyond work boundaries.

Everyone is heard and treated with respect, whether they have the next big idea or simply a question.

The four ways of being at AC3 include:

  • Own It: If I say I'm going to do it, I do it, and give it my all.
  • Better It: I take the current status quo and make it better.
  • Brave It: I listen, say what needs to be said, and do the right thing, especially when it's tough.
  • Enjoy It: I take my work seriously but don't take myself too seriously.

Join us and experience the AC3 way for yourself

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