Incident Manager Afp

3 days ago

Canberra, Australia Genesis IT&T Pty Ltd Full time

**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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