Incident and Problem Manager

**Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?**

Join our growing global NTT team and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

**Want to be part of the team?**

I am seeking an experienced Incident and Problem Manager for a client in Melbourne to take up a 3 months contract with a view of extension.

**Your day at NTT**
- Governs the Integrated Suppliers to be compliant with the Incident and Problem Management processes - Account Process Manager
- Provide ITIL best practices in Problem Management, to result in consistent execution of Root Cause Analysis, Corrective Actions
- Effective end to end Incident and Problem management across a multi-vendor organisation including service integration
- Governance activities in accordance with the Incident and Problem Management processes
- Coordinate E2E support and resolution of service management processes, in line with agreed SLAs
- Working closely with the Service Desk to manage and escalate backlog of incidents/problems.
- Setup and facilitate Post Incident Review meetings
- Work with Change and Release Management to document incidents or problems caused by failed or unauthorised change
- Analyse and report on patterns and trends to improve future service delivery and reduce incident volumes
- Design, development and delivery of training programs
- Review operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.

**What would make you a good fit for this role?**
- niversity or college degree in Computer Science, IT, IS or equivalent academic or on-the-job experience.
- 4 to 6 years of IT Industry experience with at least three years of relevant industry experience.
- Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe.
- Strong Service Management knowledge. ITIL Foundations, Incident Managers Practitioner Certificate or ITIL Managers Certificate
- Continuous improvement and trend analysis proven experience and results.
- Service Management transition projects to/from IT outsourcer (desirable)
- Implementing ITIL Incident and Problem Management processes
- Ability to develop, comprehend, interpret and align with company policies and procedures
- Excellent communication and relationship-building skills with an ability to prioritize, negotiate, and work with a variety of internal and external stakeholders
- Ability to work on own and as part of a team
- Strong analytical and problem-solving skills.

Want to be part of our team? To be considered for this opportunity click the 'Apply' button, or for more information about this and other opportunities please contact Avani Ramanathan on 1800 456 122 or +61 3 9626 0770. Please quote our job reference number: 589230.

**About us**

Workforce Solutions is a division in the Australia and New Zealand region of NTT Ltd. and includes the former Viiew as part of its broader expertise and capabilities. The Workforce Solution division specialize in workforce-as-a-solution services, allowing clients the flexibility to augment or strengthen their team with a specialized workforce who offer deep experience and expertise in digital, data, security, infrastructure, project solutions and business transformation. Our highly experienced and skilled teams are supported by extensive training and enablement, ongoing technical assessments and our global network as part of NTT Ltd**. **All team members of Workforce Solutions are selected for the depth of their knowledge and experience in their particular field, as well as their professionalism and ability to integrate into our client’s workplace environment. To ensure the best match, we encourage clients to be involved in selecting their Workforce Solutions consultants.

NTT Ltd. is a leading global technology services company. Working with organizations around the world, we achieve business outcomes through intelligent