Incident & Problem Manager

AirTrunk is a technology company with a powerful purpose - to scale and sustain the relentless growth of the region's digital future. We do this by continuously redefining and delivering hyperscale data centres that meet the needs of our customers, the world's most transformational companies. And we're doing so sustainably, for today and tomorrow.

Having opened Australia's first and largest hyperscale data centres in 2017, we set our eyes on rapid expansion and now operate a platform of hyperscale data centres across the APJ region. With backing from our investors, including Macquarie Group, this is just the beginning

Join us at AirTrunk, where the cloud meets the ground.

**A Snapshot**:
As the Incident and Problem Manager reporting directly to the General Manager - Operations, you will work closely with the Operations team, making your mark in a number of ways:

- Newly established role to drive incident and problem management ownership across data centre operations
- Collaborating across multiple operations teams and cross functionally within the AirTrunk business
- Scale our data centre operations process and provide sustainable value to the core of AirTrunk Operations

**Your Day to Day**:

- Centralising the incident management function across AirTrunk data centre operations
- Leading, responding, driving, facilitating, and chairing all critical incident investigation activities and meetings with relevant partners.
- Project managing the delivery of technical and service actions aimed at addressing root cause.
- Defining, developing and maintaining transparent problem management reporting that facilities a streamlined identification and management of problems through their life cycle
- Driving the implementation, transformation and continuous improvement of core operational processes
- Coaching/training DC site teams all relevant teams in relation to AirTrunk's best practise Incident and Problem Management
- Ongoing partner interactions as well as weekly and monthly reporting requirements with a focus on continuous improvement
- Reviewing incident trends and driving process and technical improvements
- Understanding the importance of the customer and remember it is at the centre of all actions

**Requirements**:

- You have successfully worked as an Incident, Problem or Change Manager within mission critical facilities, IT and / or telecommunications for 5 or more years
- A bachelor's or master's degree in a relevant field such as computer science, engineering, business administration, or information systems is preferred
- Strong technical background and proficient in ITIL and understanding mech and elec systems
- Excellent understanding of data centre operations and processes - experience in business analytics or process is a must
- Strong project management skills with experience managing problems and incidents from initiation to rectification.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical partners
- A strong ability to lead a priority/severity incident in a 24x7 environment
- Understand the impact Problem Management has on DC and ITSM process to then be able to deliver solutions and process improvements
- Analyse complex problems, identify root causes, develop and implement effective solutions

**The AirTrunk Culture**:
The pace of our industry means you'll feel an electric atmosphere at AirTrunk. We are a team of challengers and collaborative problem solvers who break new ground every day. We do this by living our values; going above and beyond, and being dynamic, transparent and responsive.

Every AirTrunker brings their own unique background and diverse perspective to find solutions to problems that matter. We've created a flexible and safe working environment where everyone feels welcome, heard, and equal regardless of age, disability, gender, gender expression, marital or parental status, race, colour, religion or belief, national origin, sexual orientation or veteran status.

With a range of exciting employee benefits for you to choose from, we'll help you stay positively charged in both your work and life.

**To all recruitment agencies: AirTrunk does not accept agency resumes. Please do not forward resumes to our jobs alias, AirTrunk employees or any other organization location. AirTrunk is not responsible for any fees related to unsolicited resumes.