Incident Manager

2 weeks ago

Macquarie Park, Australia Optus Full time

**Incident Manager**:
**Date**:28 Jan 2025

**Location**: Macquarie Park, Australia

**Company**:Singtel Group

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

This role will support the delivery of the largest Federal Government Contact Centre.

**Ready to reimagine your career at Optus?**
- Incident Detection and Response: Monitor the service desk and system alerts to identify incidents quickly and take immediate action to mitigate impact.
- Coordination: Coordinate the response to high-priority incidents (P1/P2), ensuring timely communication with all relevant stakeholders, including service delivery teams, management, and affected users
- Restoration of Services: Facilitate and expedite the resolution of incidents to minimize downtime, leading technical bridge calls and ensuring relevant teams are engaged.
Escalation Management: Escalate issues to the appropriate teams or vendors when necessary and ensure resolution within agreed service levels.
- Escalation Management: Escalate issues to the appropriate teams or vendors when necessary and ensure resolution within agreed service levels.
Communication: Provide regular status updates and post-incident communication to stakeholders, ensuring clarity around resolution efforts and expected restoration times.
Post-Incident Review: Conduct post-incident reviews (PIR) for major incidents, documenting the cause, impact, and resolution, and identifying actions for improvement.
- Drive ongoing continuous improvements in all Service Management processes across Networks and Enterprise and Business with a focus on Government accounts.
- Ensure that a governance model is applied throughout the service management processes by ensuring compliance to all of the established procedures and best practices.

**It starts with you**
- Proven experience in incident and problem management, preferably within an ITIL framework.
- Excellent communication skills (both verbal and written) with the ability to engage and influence stakeholders across different levels.
- Analytical skills to assess incidents, identify patterns, and determine root causes.
- Proficiency in IT Service Management (ITSM) tools
- Strong analytical skills to assess incidents, identify patterns, and determine root causes.
- Due to the requirements of the role you must be an Australian Citizen / Permanent Resident

**The good stuff **
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

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