Incident Process Improvement Coordinator

3 hours ago

Canberra, ACT, Australia beBeeLeader Full time $100,000 - $158,000
Job Role

Come and experience the excitement of working within a fast-paced environment where we overcome unique challenges to deliver exceptional client outcomes.

We are seeking a dedicated, passionate, and resilient professional who takes pride in their work and strives to make a positive impact. In return, we will recognise your talents and abilities and support you to be your best, both personally and professionally.

As an Incident Management Team Leader, you will oversee a small team of Incident Managers, facilitate conference calls with technical resources and stakeholders, liaise with internal and external stakeholders, monitor progress against incident Service Level Agreements (SLA's), ensure accurate maintenance of incident cases and records, and complete post-incident reports.

You will also have opportunities for continuous improvement of Standard Operating Procedures (SOP's) to assist in the day-to-day running of the incident process.

The ideal candidate will have experience within an IT service desk environment, possess excellent verbal and written communication skills, demonstrate a strong customer service focus, and have experience as an escalation point for queries and complex calls.

Additional requirements include being an Australian Citizen and holding a current Defence NV-1 security clearance.

Key Responsibilities:
  • Lead a small team of Incident Managers
  • Facilitate Conference calls with relevant technical resources and other key stakeholders
  • Liaise with internal and external stakeholders
  • Monitor progress against incident SLA's
  • Ensure accurate maintenance of incident cases and records
  • Complete Post-Incident Reports
  • Continuous improvement of SOP's

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