Effective Incident Manager

1 week ago

Canberra, ACT, Australia beBeeManagement Full time $103,670 - $141,215

Job Title: Incident Management Lead

About the Role

This role requires a highly skilled professional to oversee end-to-end incident management processes and drive resolution of critical incidents.

The ideal candidate will possess in-depth knowledge of ITIL frameworks and excellent communication skills to lead awareness programs and facilitate incident investigations.

  • Develop and implement incident management processes, ensuring prompt resolution and effective matrix-management of team members.
  • Leverage expertise to design and deliver awareness programs on incident management best practices.
  • Lead and chair all major incident investigation activities, meetings, and conference calls with customers and resolver groups.
  • Collaborate with cross-functional teams to create documentation outlining incident procedures, such as escalation plans, communication protocols, and server failure mitigation strategies.
  • Drive process improvements through diligent follow-through with incident and problem management teams.
  • Manage administration and reports, including contact information, technical diagrams, Post-Incident Reviews (PIRs), and incident records for efficient resolution.
  • Ensure accountability for resolving major incidents via workaround or permanent fix, following up on resulting permanent resolution of problems or documented Known Errors.
  • Maintain an ongoing program with delivery teams to identify and implement service improvement initiatives.
Key Responsibilities:
  1. Promote efficiency and effectiveness in incident management processes.
  2. Develop and maintain relationships with clients and delivery teams.
  3. Collaborate with cross-functional teams to improve incident response and resolution.
  4. Foster a culture of continuous learning and improvement within the team.
Required Skills and Qualifications:

This role requires strong analytical, problem-solving, and communication skills, along with experience in IT service management and leadership.

A Bachelor's degree in Computer Science, Information Technology, or related field is preferred, but not essential. Relevant certifications, such as ITIL, are advantageous.

Benefits:

This position offers opportunities for career growth and professional development, a dynamic work environment, and collaboration with experienced professionals in the field.

Others:

We are committed to providing a safe, inclusive, and supportive workplace that encourages diversity and promotes equal opportunities.

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