Incident Manager Afp
6 days ago
**Global IT Company**:
- **Canberra location**:
- **NV1 Required**
To conduct incident management across the defined environment. Providing SME knowledge and guidance in order to govern and fulfil the Incident management capability.
**Responsibilities**:
- Provide governance and SME knowledge of the Incident Management environment.
- Monitor the Incident queues and ensure all tasks are completed within contracted SHIs.
- Conduct trend analysis and identify shortfalls in knowledge, templates and training.
- Chair Weekly Incident Management forums.
- Work in conjunction with Problem and Major Incident specialists in order to conduct proactive problem management and early identification of potential High Priority Incidents.
- Ensure all contract deliverables are met.
- Provide input in to daily, weekly and monthly reporting requirements.
- Action customer requests as required.
**Technical Skills**:
- Microsoft Excel for data analysis and reporting.
- Microsoft Word for writing documents and procedures.
- Microsoft PowerPoint for generation of presentations.
- ITIL certification at Foundation level or basic working knowledge
**Key Performance Indicators**:
- Accuracy of Incident Management Forums
- Accuracy of Incident Management compliance reporting.
- Compliance with contractual deliverables and SHI attainment.
- Completion of requests in line with agreements.
- Action escalations and drive to resolution with key stakeholders
- Compliance with OHS process and policies
To apply, click on the link.
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