Major Incident Management Lead

3 days ago

Melbourne Airport, Australia Team Global Express Full time

Are you a natural leader with a passion for delivering exceptional service? Do you have a background in Information Technology and experience driving the MIM team? If so, we have an exciting opportunity for you to join Team Global Express as our new Major Incident Management Lead.

In this role, you will be responsible for helping and guiding the MIM team to effectively drive MIM and Management bridges to restore the impacted service as quickly as possible. Be a face to TGE Management to take care of escalations, queries and concerns raised by TGE IT Business Partners and key stakeholders.

We are looking for individuals to bring their experience and make a difference by:

- Support and guide MIM team to engage suppliers/partners with appropriate escalations on timely manner. Person is accountable throughout the major incident resolution process to ensure adequate investigation, diagnosis, and restoration of service, limiting the disruption to the TGE IT environment.
- Initiate and chair technical and management crisis meetings where there is a severe risk of a major disruption to TGE service.
- Proactively evaluate risk and compliance through the resolution process, escalating incidents to ITSM Manager where appropriate. Act as an escalation point for TGE MIM for all unplanned service interruptions from customers and internal IT.
- Create and send management communications to TGE stakeholders in case of a Major Incident.
- Chair Management and Technical forums during a Major Incident Management. Ensure proper procedures and tools are in place for Incident detection and reporting. Regularly assess the Logging, categorization, and prioritization of Incidents
- Point of contact for Incident escalations including the Management of Service Desk

Desirable Qualifications & Experience:

- Tertiary level qualifications in Business, Commerce, Information Services or an IT related discipline are desirable.
- Conceptional knowledge of Information Technology
- Written and verbal communication skills
- Detailed understanding of, and practical experience of using different data tools to transform and analyse different data sets
- Experience of discovering and sharing analytical insight with stakeholders with various levels of analytical expertise and at all levels of seniority
- Strong proficiency with spreadsheets
- ITIL/ITAM certification

Diversity and Inclusion

We celebrate difference.
- Why Team Global Express - Team Global Express

We believe nurturing a diverse and inclusive workplace, which celebrates different points of view and gives everyone the chance to contribute, as we build to a bigger and brighter future.

As an Equal Opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status.

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

It’s never been a more exciting time to join our team.

As we transform into a truly iconic Australian business, your opportunities for growth with us are limitless.

To find out more about us, visit

About - Team Global Express

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