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Senior Incident Resolution Specialist
2 months ago
We are seeking a highly skilled and experienced Major Incident Manager to join our team at NRI Australia. The ideal candidate will be responsible for managing and resolving major incidents to minimize business impact and ensure timely service restoration.
Key Responsibilities- Lead the response to major incidents, ensuring prompt and effective resolution to minimize business impact.
- Communicate incident status, impact, and resolution progress to senior management and stakeholders.
- Coordinate with technical teams, stakeholders, and third-party vendors to resolve incidents and implement solutions.
- Develop and maintain major incident management processes and procedures.
- Conduct post-incident reviews to identify root causes, lessons learned, and areas for improvement.
- Extensive experience in managing major incidents in critical environments, with on-call availability.
- Proven experience in relationship management, ensuring effective collaboration with stakeholders and fostering strong partnerships.
- Strong interpersonal and relationship-building skills with the ability to communicate confidently and effectively with both customers and senior management.
- Strong organization, tracking, follow-up, and analytical skills with the ability to collect, assess, and report factual data, present logical conclusions, and prepare high-quality written reports for presentation to senior stakeholders.
- ITIL v3/v4 certification.
- Experience in a high-availability environment with mission-critical systems.
- ITSM Tooling experience.
- Previous experience in a leadership or managerial role.
In exchange for your exceptional technical skills, customer-focused performance, and out-of-the-box thinking, you'll be rewarded with a career-changing experience only consulting can provide.
- Diverse and challenging project work
- Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
- Training and development opportunities
- Salary sacrifice, motor, and novated leases
- Committed health and wellbeing plan including Employee Assistance Program
- 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
- Corporate partnerships
We celebrate the diversity of people and pride ourselves on ensuring everyone belongs. As an equal opportunity employer, we want to create opportunities for everyone and will consider all applications without bias. We value our collaborative culture and work together to support a variety of community organisations and social issues.
