Duty Manager

6 days ago

Sydney, Australia UST Full time

UST Global is looking for Duty Manager to join our team in Sydney, Australia.

The role of a Duty Manager is essential for ensuring the continuity of IT services. The Duty Manager plays a crucial role in Incident Management and Service Operation processes.

The Duty Manager is a pivotal role in maintaining service quality and minimising disruptions in IT services. They act as a bridge between technical teams and management, ensuring that incidents are managed effectively, and that the IT organisation is responsive to the needs of the business.

**In this role you will**:

- Incident Management: The Duty Manager is responsible for overseeing and coordinating the resolution of major incidents. They ensure that the Incident Management process is followed effectively, aiming to restore normal service as quickly as possible, awareness of urgency to resolve.
- Availability: Monitoring and managing the availability of IT services, especially during non-standard hours. They may initiate actions to address service interruptions and outages.
- Communication: Maintaining clear and timely communication with stakeholders, including customers, technical teams, and senior management. They provide updates on incident status and resolution progress.
- Escalation: Identifying situations that require escalation to higher management or other teams, such as Problem Management or Change Management, to expedite resolution.
- Resource Coordination: Ensuring that the right resources (engineers, support teams, etc.) are available and engaged in resolving incidents, and managing their workload effectively.
- Documentation: Keeping accurate records of incidents, actions taken, and resolutions achieved. This includes ensuring that all incidents are documented in the ITSM (IT Service Management) system.
- Continuous Improvement: Identifying opportunities for process improvement within Incident Management and related processes. They contribute to post-incident reviews and lessons learned.
- On-Call Support: The Duty Manager may be part of an on-call rotation to address critical incidents that occur outside of regular business hours.
- Risk Management: Assessing and mitigating risks associated with ongoing incidents and making decisions to minimise business impact.

**To be successful in this role you will have**:

- Five or more years of experience in a similar role supporting 400 services in a 24/7 period.
- Experience in multi shored delivery teams and clients.
- Customer centric.
- Experience in process improvement.
- ITIL 3/4 Certification, ServiceNow Platform.

**Benefits & Perks**
- Flexible/hybrid working arrangements.
- Health insurance.
- Novated Car Lease.
- Access to UST Perks (Reward Gateway), which offers discounts across major retailers.

**Our commitment to Diversity, Equity and Inclusion**

Diversity and Inclusion are among the founding blocks of how UST as an organisation translates its values of Humility, Humanity, and Integrity into practice.

**About UST**

LI-BM

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