Senior Incident Manager

4 weeks ago


Kingston, Australia NTT Communications ICT Solutions Full time
About the Role

We are seeking an experienced Incident and Problem Manager to join our dynamic team at NTT Communications ICT Solutions in Canberra. The successful candidate will be responsible for providing incident and problem management for a critical government program.

  • Undertake manual daily health checks of the customer system.
  • Coordinate all aspects of problem diagnosis and resolution, working closely with the incident management team on interim and permanent resolutions.
  • Provide guidance and expertise on governance and processes in relation to Incident and Problem Management.
  • Maintain an overview of the problem queue, updating status and keeping the affected stakeholders informed of progress.
Key Responsibilities

The successful candidate will be responsible for:

  • Researching and identifying emerging incident/problem trends.
  • Working closely with the project team to assist with problem resolution and coordination of fix implementation.
  • Responding to a reported service incident, identifying the cause, and initiating the incident management process.
  • Prioritizing incidents according to their urgency and influence on the business.
Requirements

To be successful in this role, the candidate will need to have:

  • An approachable, supportive, and can-do attitude.
  • Great stakeholder management with the ability to build and maintain working relationships.
  • Expertise on governance, incident management and problem management frameworks to maintain policies, standards and guidelines to comply with applicable standards, legislation and regulations.
About Us

NTT Communications ICT Solutions is a leading provider of ICT solutions to government and private sector clients. We are committed to delivering high-quality services and solutions that meet the needs of our clients.



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