Incident Resolution Specialist

3 days ago

Darwin, Northern Territory, Australia beBeeSpecialist Full time $85,000 - $115,000

Job Title: Incident Resolution Specialist

">Job Overview">

The role of the Incident Resolution Specialist is crucial in ensuring seamless incident management across multiple client accounts. This position requires a strong analytical mindset and a thorough understanding of ITIL practices to coordinate all incident-related activities within assigned accounts.

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A key responsibility of this role includes reviewing and coordinating all incident investigations, facilitating Root Cause Analysis (RCA), and documenting findings in alignment with ITIL standards.

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Key tasks include:

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  • Lead and coordinate incident investigations across client accounts
  • Manage the full lifecycle of incidents from identification through to resolution and closure
  • Facilitate RCA and document findings
  • Ensure timely resolution of incidents and implementation of preventive actions
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In addition to these responsibilities, the Incident Resolution Specialist attends relevant meetings, ensures clear accountability, and promotes best practices in incident management.

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Responsibilities will also include:

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  • Maintain and update incident management process and procedure documentation
  • Gather data and generate operational reports on incident trends and metrics
  • Set and review ticket priority in consultation with Service Delivery and Service Centre Managers
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Required Skills and Qualifications:

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  • Analytical thinking and problem-solving skills
  • Strong communication and interpersonal skills
  • Excellent organizational and time management skills
  • Familiarity with ITIL practices and incident management processes
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Benefits:

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  • Opportunity to work with a dynamic team in a fast-paced environment
  • Professional development and growth opportunities
  • Competitive salary and benefits package

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