IT Incident and Problem Manager

6 days ago

Melbourne, Australia Marshall McAdam Full time

One of the strongest performing ASX-listed businesses
- Shape, design and standardize according to your expertise
- Competitive compensation and high-growth learning environment

As the IT Incident and Problem Manager, you will be joining an ASX listed group with 24 diverse business operations across Australia and New Zealand and more than 3500 employees, the largest in its field of wholesale and distribution.

You will lead the Incident and Problem management across the business including its subsidiaries and being responsible for managing, implementing, and refining the incident management lifecycle and the active management of major incidents.

This newly created role will manage, track, detect, prioritise, and restore service impacting incidents and play a key role in ensuring the impact of critical incidents to the business and operations is kept to a minimum. This is a unique chance to design and standardise your area of expertise in a from scratch environment.

**About the role**:

- Initiate the critical incident management process when a high impact incident has been reported.
- Lead, respond, facilitate all critical incident investigation activities and meetings with relevant stakeholders.
- Monitor and co-ordinate with resolver groups, vendors, and service owners to resolve the incident in line with resolution SLA's.
- Notify and communicate with stakeholders regarding the incident progress in line with expected timeframes and produce Post Incident Reviews (PIR's)/ Critical Incident Business Impact Statements (CIBIS) reports.
- Initiate, schedule and conduct post incident reviews as needed and determine root cause.
- Review and make recommendations based on Incident Trend reporting and analysis.
- Produce and update weekly, monthly and quarterly incident reports.
- Manage the library of Disaster Recovery artefacts, build documents, DR Plans.

**About you**:

- Minimum of 5 years' experience as an IT Incident Manager.
- Experience working in a high-volume, large Enterprise IT Department or organisation.
- A strong understanding of ITIL processes with an ability to work well under pressure and manage sensitive and confidential information.
- Excellent verbal and written communication skills, with strong attention to detail.
- Ability to collaborate effectively and act as a trusted professional an organisation can rely on.

This role is a unique opportunity to join one of the strongest performing ASX listed businesses on a permanent basis

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