Critical Incident Manager
1 month ago
The Critical Incident Manager plays a pivotal role in the day-to-day management of Major Incidents within Suncorp, driving restoration, recovery, and review of critical incidents based on best practices within an ITIL Framework.
Key Responsibilities- Initiate the critical incident management process when a high-impact incident has been reported.
- Lead, respond, drive, facilitate, and chair all critical incident investigation activities and meetings with relevant stakeholders.
- Monitor and coordinate with resolver groups, vendors, and service owners to resolve the incident in line with resolution SLAs.
- Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes.
- Initiate, schedule, and conduct post-incident reviews as needed and ensure lessons learned are shared with the required staff/engineers.
- Actively participate in Continual Service Improvement by identifying improvements to the critical incident management process.
- Minimum of 3 years' experience as an incident manager, including experience undertaking post-incident reviews.
- Minimum ITIL V3 Foundation.
- Demonstrable experience in C-level communication, both written and verbal, in PowerPoint, MS Word, Email, and Microsoft Teams chat channels.
- Current experience using ServiceNow for Incident, Problem, Change, Relationship mapping, reporting, and dashboarding.
- Experience working in a high-volume, fast-paced environment and within a large Enterprise IT Department or organization.
- Stakeholder management and negotiation experience.
- Ability and confidence to direct multiple SME resources on incident calls while dealing with ambiguity.
- Highly organized and excellent time management skills.
- Flexible mindset, resilient with a strong drive to ensure critical incidents are resolved effectively and efficiently.
- Continuous improvement mindset is essential.
- Ability to work on a rotation 24x7 on-call roster.
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Critical Incident Manager
3 weeks ago
Brisbane, Queensland, Australia Suncorp Group Full timeAbout the RoleThe Critical Incident Manager plays a pivotal role in the day-to-day management of Major Incidents within Suncorp, driving restoration, recovery, and review of critical incidents based on best practices within an ITIL Framework.Key ResponsibilitiesInitiate the critical incident management process when a high-impact incident has been...
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Incident Management Specialist
4 weeks ago
Brisbane, Queensland, Australia Humanised Group Full timeAbout the BusinessHumanised Group is a technology company that operates nationally, offering a unique and business-critical service. With a strong focus on staff development and a commitment to growth, they are an attractive employer for those seeking a challenging and rewarding career.About the PositionThis role is suited for an experienced Incident Manager...
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Incident Management Specialist
4 weeks ago
Brisbane, Queensland, Australia Humanised Group Full timeAbout the BusinessHumanised Group is a technology company that operates nationally, offering a unique and business-critical service. With a strong focus on staff development and a commitment to growth, they are an attractive employer for those seeking a challenging and rewarding role.About the PositionThis is an exciting opportunity for an experienced...
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Incident Management Specialist
1 month ago
Brisbane, Queensland, Australia Humanised Group Full timeAbout the BusinessHumanised Group is a technology company that operates nationally, offering a unique and business-critical service. With a strong focus on staff development and a commitment to growth, they are an attractive employer for those seeking a challenging and rewarding role.About the PositionThis is an exciting opportunity for an experienced...
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Incident Management Specialist
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Brisbane, Queensland, Australia Edwards Lifesciences Full timeJoin Our Team as a Professional Education ManagerWe are seeking a highly skilled Professional Education Manager to join our team at Edwards Lifesciences. As a key member of our Critical Care business unit, you will be responsible for developing and executing Professional & Clinical Education programs and strategies that drive business growth and improve...
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Brisbane, Queensland, Australia Edwards Lifesciences Full timeAs a key member of the Edwards Lifesciences team, you will play a critical role in developing and executing professional and clinical education programs and strategies for the Critical Care business unit.Our team is dedicated to creating a world where every patient who needs monitoring can be monitored with smart technology. We are committed to innovation...
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