Critical Incident Resolution Expert

1 day ago

Canberra, ACT, Australia beBeeIncidentManagement Full time $120,000 - $170,000
Incident Management Specialist

Key Responsibilities:

  • Develop and maintain incident management policies, procedures, and standards to ensure effective identification, escalation, and resolution of critical incidents.
  • Chair regular meetings to review and assess the status of incidents, assign priorities, and coordinate response activities.
  • Lead cross-functional teams to ensure timely resolution of critical incidents, including infrastructure teams, technical specialists, vendors, and business stakeholders.
  • Communicate effectively with stakeholders, providing regular updates on incident status, progress, and outcomes.
  • Conduct post-incident reviews and lessons learned sessions to identify root causes, contributing factors, and opportunities for improvement.
  • Implement corrective and preventive actions to address recurring or systemic issues identified through incident management.
  • Monitor and measure the effectiveness of incident management processes, including incident response times, resolution rates, and customer satisfaction.
  • Stay updated on emerging trends and best practices in incident management and recommend innovative solutions to enhance incident response capabilities.

Requirements:

  • 5+ years of experience in incident management or related roles, with a focus on critical incidents.
  • Strong understanding of incident management principles, methodologies, and best practices, with experience in ITIL or similar frameworks.
  • Excellent communication, interpersonal, and leadership skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
  • Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and innovation.
  • Problem Management experience.
  • Experience with incident management tools and platforms is desirable.

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