IT Incident Manager

Largest Australian IT Service Provider for NSW Government - Career progression and development opportunities - Voted 4th Best Place to Work in Australia - **Largest Australian IT Service Provider for NSW Government**: - **Career progression and development opportunities**: - **Voted 4th Best Place to Work in Australia**: - **Based in Sydney - Hybrid working environment** **About the company** AC3 is an Australian owned Multi-Cloud Solutions Provider with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW Government and 1,200+ customers in Australia & NZ. Our expertise: - Cloud and infrastructure - Cyber security - Software and data integration. We've been growing extensively over the recent years, won exciting projects and customers and are looking for more awesome tech lovers to join our family **About the role** This role has high customer involvement and impact from an operational remediation perspective. You’ll be working particularly closely with our Customers and Operational Services teams to facilitate and assist resources assigned to incident resolution. **Your key responsibilities will be**: - Evaluate the existing processes and procedures to ensure that Incident Management is being carried out in the most efficient and effective manner, and recommend appropriate corrective action. - Provide implementable advice to our customers and internal teams. - Focus on continuous improvement of customer processes, initiatives, and Service Levels, ensuring collaboration within both technical and non-technical teams. - Assist in the development of Standard Operating Procedures (SOP) to build team skills and knowledge in supporting our customers - Work with the ITSM process managers to identify and implement areas of improvement with their respective processes. - Support and assist in the development, maintenance, implementation and ongoing enhancement of organisational processes, business documentation/forms and processes relating to AC3’s Operational Service Offerings. **Essential Experience** - 2+ years’ experience, in ITIL incident Management Administration. - Proven experience in technology, people leadership and/or management. - Proven experience managing multiple tasks in a busy environment and working under stress in emergencies, and demonstrating flexibility to handle pressure coming from all directions simultaneously - Demonstrated commitment to customer-service, continuous improvement and ethical business practices - Broad knowledge of a range of ICT systems and concepts, including Private and Public Cloud. - ITIL V3 or later qualified - Experience with Microsoft Office suite (Word, Excel) - Experience with ServiceNow ITSM (Desirable) **In return for this we offer** - $94,000 Base + Super + Allowances + Bonus - True Flexibility in the workplace - Other company benefits such as "Me Days", Salary Sacrifice, discounted Health Insurance etc - Work alongside some of the most brilliant minds in the Industry **Culture** Top 20 on Australia’s Great Places to Work list, it’s clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being: - **Own It**: If I say I’m going to do it, I do it. And I give it my all. - **Better It**: I take the current status quo and make it better. - **Brave It**: I listen, say what needs to be said, and do the right thing. Especially when it’s tough. - **Enjoy It**: I take my work seriously, but don’t take myself too seriously.