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ITIL Expert Incident Resolution Lead

1 month ago

Melbourne, Victoria, Australia Humanised Group Full time

About the Opportunity:
A leading technology organization, operating nationally with a strong commitment to treating staff as individuals, is seeking an experienced ITIL Expert to lead their incident resolution efforts.

  • Incident Oversight & Leadership: Take charge of complex incidents, ensuring minimal disruption to services.
  • Process Enhancement: Continuously improve systems and processes, adhering to best practices.
  • Stakeholder Engagement: Collaborate with internal teams and vendors for seamless communication throughout incident management.
  • Compliance and Auditing: Ensure adherence to regulatory frameworks such as ISO 27001 and NIST Cybersecurity Framework.
  • Continuous Improvement: Refine and enhance incident management processes, contributing to business resilience.

Key Responsibilities:

  • Manage and oversee incident resolution, ensuring quick resolution in a 24/7 operational environment.
  • Develop and improve on-call components for major incident management.
  • Create comprehensive incident documentation including timelines, Post Incident Reports, and Root Cause Analysis.
  • Conduct regular audits and ensure compliance with security standards and protocols.

Required Experience & Skills:

  • 5+ years of experience as an Incident Manager in large-scale telecommunications or ISP environments.
  • Deep understanding and certification in ITIL.
  • Demonstrated experience in incident management processes from detection to resolution and process improvement.
  • Strong leadership and communication skills, with ability to work across teams and manage external stakeholders.
  • Experience working within frameworks such as ISO 27001 or the NIST Cybersecurity Framework.

Salary Range: AU$120,000 - AU$180,000 per annum, depending on experience. Benefits include allowances for mobile & internet, annual bonuses, salary sacrifice options, above-market superannuation, and above-market paternity & maternity leave. The Humanised Group offers a recession-proof business, close to public transport, and onsite free car parking.