Critical Incident Coordinator

5 days ago

Canberra, ACT, Australia beBeeManager Full time $120,000 - $160,000
Job Summary

The Major Incident Manager will play a pivotal role in coordinating cross-functional teams, implementing incident management processes, and driving continuous improvement to minimize the impact of major incidents on business operations.

Key Responsibilities
  1. Establish and maintain major incident management policies, procedures, and standards to govern the identification, escalation, and resolution of major incidents.
  2. Chair regular major incident management meetings to review and assess the status of major incidents, assign priorities, and coordinate response activities.
  3. Lead and coordinate cross-functional teams, including infrastructure teams, technical specialists, vendors, and business stakeholders, to ensure timely resolution of major incidents.
  4. Communicate effectively with stakeholders, including IT teams, management, and end-users, providing regular updates on major incident status, progress, and outcomes.
  5. Conduct post-incident reviews and lessons learned sessions to identify root causes, contributing factors, and opportunities for improvement.
  6. Develop and implement corrective and preventive actions to address recurring or systemic issues identified through major incident management.
  7. Monitor and measure the effectiveness of major incident management processes, including incident response times, resolution rates, and customer satisfaction.
  8. Stay updated on emerging trends and best practices in major incident management and recommend innovative solutions to enhance incident response capabilities.
Requirements
  • Negative Vetting 1 or 2 required.
  • Bachelor's degree in information technology, Business Administration, or related field. Master's degree preferred.
  • 5+ years of experience in incident management or related roles, with a focus on major incidents.
  • Strong understanding of incident management principles, methodologies, and best practices, with experience in ITIL or similar frameworks.
  • Excellent communication, interpersonal, and leadership skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
  • Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and innovation.
  • Problem Management experience.
  • Experience with incident management tools and platforms is desirable.
What We Offer
  • A dynamic and collaborative work environment.
  • Opportunities for growth and professional development.
  • A competitive total rewards package.
  • A recognition and reward system.

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