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Incident Resolution Manager

2 weeks ago


Canberra, ACT, Australia beBeeResolution Full time $100,000 - $135,000
Key Incident Resolution Specialist

Our team is responsible for restoring high-priority incidents within agreed Service Level Agreements (SLAs). The Key Incident Resolution Specialist plays a crucial role in ensuring incident backlogs are managed efficiently, post-incident reviews are produced, and technical bridges are hosted.

This role involves:

  • Tracking progress against incident SLAs
  • Maintaining accurate records of incident cases and ensuring their quality
  • Managing queues and mailboxes, prioritizing based on urgency and importance
  • Leading Conference/Technical Bridge calls with key stakeholders to resolve incidents
  • Liaising with internal and external stakeholders to provide appropriate communication via approved systems
  • Improving Standard Operating Procedures (SOPs) to support the incident process

Additional responsibilities include maintaining document management processes, coordinating reporting and communications, and producing post-incident reports.

We are seeking a dedicated individual who can contribute to our team's success by bringing expertise in:

  • Effective queue management
  • Incident resolution strategies
  • Stakeholder engagement
  • Process improvement

If you are a motivated professional looking to make a difference in incident resolution, we encourage you to apply.