Problem & Incident Manager

2 days ago

Brisbane, Australia EDT Networks Pty Ltd. Full time

Immediate start
- Large International
- Flexible working conditions

EDT are working with an established large international brand with its Head Office in Brisbane that are looking to engage and experienced Incident & Problem Manager to join them on a permanent basis. One of the main aspects of the role will be to put in place all the Problem and Incident procedures and processes across the business.

You will be e first point of contact for a global cloud software business working closely with software development and product teams to build an exciting new platform that customers trust.

**Responsibilities**
- Ensure Incident Management Process is effective and delivers restoration of normal service operation as quickly as possible
- Deliver to defined SLAs and KPIs consistently
- Design and maintain an effective and efficient Incident Management Process
- Ensure compliance to the Incident Management process
- Continually improve the Incident Management process
- Provide high levels of customer service resulting in positive customer experience
- Identify critical success criteria and develop KPIs that can adequately measure success
- Provide education and training to all staff and clients
- Ensure complete end-to-end documentation of Incident Management practices
- Measure, report and manage the successful execution of Incident Management
- Deliver Post Incident Reports

**Requirements**:

- 3+ years of related business experience
- Experience developing, implementing and maintaining processes and procedures
- Strong customer service focus with the ability to empathise as well as prioritise
- Proven ability to manage the delivery of quality client service, under limited direction
- Ability to manage data and ensure quality and accuracy
- Good initiative in developing and improving systems and procedures
- Ability to effectively coordinate multiple, concurrent activities, while understanding and managing dependencies and risk.
- Strong leadership and decision making skills
- Highly analytic and results oriented
- Good technology skills to assist in problem analysis
- Excellent verbal, written and interpersonal communication skills
- Training or knowledge in ITIL an advantage
- Experience in retail an advantage

Sought after role so wont be open long. Interviewing now.

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