Reliability Manager

3 days ago

Perth, Western Australia beBeeReliability Full time $100,000 - $120,000

Incident Reliability Manager Role

The Major Incident Manager position ensures service continuity by implementing the ITIL process of Incident and Problem management, focusing on reliability for customers. Key accountabilities include:

  • Participate in ensuring service reliability using the ITIL process of Incident and Problem management focused on service reliability for our customers.
  • Drive restoration of major incidents to ensure minimal disruption.
  • Manage all major incidents (24/7, 365 days) and associated communication/escalation, manage SLAs for all incidents, manage incident and problem processes, including a rostered on-call component.
  • Participate in the review and documentation of major incidents.
  • Ensure any interruption is restored as quickly and safely as possible, allowing business operations to resume.
  • Participate in continuous improvement of incident management, including coordinating post-incident reviews, root cause analysis inputs, and participating in the establishment of team work instructions, known error documentation, and relevant reporting.
  • Liaise with Service Level Management to ensure incidents are resolved within established SLA timelines and service improvement plans for under-performance.
  • Participate in reviews of process strategy, policy, standards, design, procedures, plans, work instructions, supporting systems, and tools, and process objectives and metrics.

Requirements and Qualifications

  • 3+ years' experience in an incident management position.
  • Ability to work in a rostered on-call environment 24/7, 365 days.
  • Possess a practical understanding of industry best practices regarding service, incident, problem, service level, and knowledge management.
  • Demonstrated ability to develop partnerships with internal stakeholders to cultivate trust, collaboration, and commitment in ICT services and resources.
  • Proven strong communication skills (face-to-face, conference calls, written) when working with operational groups and customers.
  • Experience working with managed services suppliers.
  • ITIL Foundation certification.

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