Incident Manager

2 weeks ago

Sydney, Australia Onset Full time

Are you ready for an adrenaline-fueled role where you'll be at the forefront of managing high-stakes incidents? We are currently looking for an Incident Manager who can act as a reliable point of escalation for service incidents.

**Why Join Us?**

**About the role **

Join our team as an NSC Incident Manager (IM) and prepare to embark on a thrilling journey. As an IM, you'll wield the power to ensure that every aspect of our incident management process is executed flawlessly, with unwavering efficiency. You'll take charge during unexpected service interruptions, guiding the restoration of normal operations at lightning speed to minimize any negative impact. Maintaining exceptional service quality and keeping our clients and business partners satisfied will be your top priority.

**What will you do?**
- Coordinate activities to respond to incidents and serve as an escalation point for major and significant (P1/P2) incidents.
- Direct support resources to where they are most required.
- Escalate lack of progress with incidents or risk to SLA achievement.
- Establish policies, systems, and procedures and monitor compliance with these.
- Analyze and report trends in incidents and contribute to the service improvement roadmap.
- Demonstrate a strong client focus and professional approach when communicating with customers, partners, and internal staff.

**Who You Are**
- Be assertive and confident to provide support to international clients in an enterprise environment
- 1 years experience of working in a complex client-facing role (e.g. Support Centre Analyst, IT Support, NOC engineer) with demonstrated commitment to delivering customer service excellence.
- Demonstrated skills with extracting data, using reporting systems and performing trend analyses (e.g. using MS Excel or other tools).
- Proven experience working in a Service Desk, technical support or other complex customer service role for a minimum of 2 years is highly desirable
- Familiar with working in an ITIL-aligned, managed-service provider environment with responsibility for consistent SLA achievement.
- Experience in mentoring, coaching or supervising others is highly desirable.
- Basic knowledge of using ticketing systems and supporting Cisco, Viptela and Fortinet SD-WAN products & technologies considered highly desirable.
- ITIL Foundation or Awareness training.

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