Critical Event Resolution Specialist

7 days ago

Sydney, New South Wales, Australia beBeeIncident Full time $90,000 - $125,000

About the Role:

The Critical Incident Manager plays a pivotal role in managing Major Incidents within an organization, driving restoration, recovery, and review based on best practices within an ITIL Framework.

This position requires a strong character combined with a flexible mindset and a drive to ensure resolution of incidents.

You will be actively involved in implementing and transforming Incident Management policies, processes, and procedures, focusing on continual service improvement.

This includes providing Executive-level communications during incidents and post-incident summaries, as well as ad hoc, weekly, and monthly reporting data repositories such as ServiceNow.

Key Responsibilities:

  • Initiate critical incident management process for high-impact incidents
  • Lead, respond, drive, facilitate, and chair critical incident investigation activities and meetings with stakeholders
  • Monitor and coordinate with resolver groups, vendors, and service owners to resolve incidents within SLAs
  • Notify and communicate with stakeholders regarding incident progress within expected timeframes
  • Initiate, schedule, and conduct post-incident reviews as needed, ensuring lessons learned are shared with required staff/engineers
  • Participate in Continual Service Improvement by identifying improvements to the critical incident management process

Requirements and Qualifications:

  • Minimum 3 years' experience as an incident manager, including experience undertaking post-incident reviews
  • Minimum ITIL V3 Foundation certification
  • 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 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

About Our Organization:

We value collaboration and teamwork, combining our expertise to deliver exceptional results. We share a drive to make the complex simple and bring peace of mind to those who need it most.

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