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Incident Manager

2 weeks ago

Sydney, Australia Onset Full time

**Ready for an adrenaline-fueled role where you'll be at the forefront of managing high-stakes incidents?**

We are currently looking for an Incident Manager who can act as a reliable point of escalation for service incidents.

**About The Company**:
They are at the forefront of the tech industry, dedicated to weaving robust network, cyber and cloud solutions that stand the test of time and demand

**Why You'll Love Working Here**:

- **Work-Life Harmony**: Flexible arrangements that allow you to blend your work and personal life smoothly.
- **Growth and Learning**: Dive into a sea of learning opportunities, aiming for certifications that will elevate your expertise.
- **Comprehensive Benefits**:From transportation to meals, communication allowances, and family-inclusive health insurance, we've got you covered.
- **A Culture of Care**: Like a tight-knit community, we look out for each other, celebrating successes and supporting through challenges.

**Your Role and Impact**:

- **Incident Coordination**: Coordinate activities to respond to incidents and serve as an escalation point for major and significant (P1/P2) incidents, akin to orchestrating a synchronized dance to address challenges swiftly and efficiently.
- **Resource Allocation**:Direct support resources to where they are most required, navigating the complex landscape of priorities like a seasoned captain steering a ship through turbulent waters.
- **Escalation Management**:Escalate lack of progress with incidents or risk to SLA achievement with the urgency and clarity of a beacon signaling danger in the night.
- **Policy Establishment**:Establish policies, systems, and procedures and monitor compliance with these, laying down the groundwork for smooth operations like an architect designing a sturdy foundation for a skyscraper.
- **Trend Analysis**:Analyze and report trends in incidents and contribute to the service improvement roadmap, interpreting data like a seasoned detective piecing together clues to solve a complex case.
- **Client Focus**: Demonstrate a strong client focus and professional approach when communicating with customers, partners, and internal staff, embodying empathy and professionalism like a skilled diplomat fostering harmony in international relations.

**Who We Are Looking For**:

- **Assertive Support Specialist**:With the confidence of a seasoned diplomat, you provide unwavering support to international clients in the dynamic landscape of enterprise environments.
- **Client-Facing Expertise**: Backed by a year of navigating complex client interactions, your commitment to excellence in customer service shines through in every interaction.
- **Data Whisperer**:Your proficiency in extracting and analyzing data, akin to unraveling a mystery, using tools like MS Excel, ensures informed decision-making and trend prediction.
- **Service Desk Virtuoso**: With a minimum of two years' experience in technical support roles, you bring a wealth of knowledge to the service desk, ensuring swift resolution and client satisfaction.
- **ITIL-Aligned Maven**:Operating seamlessly in an ITIL-aligned environment, you're driven by the pursuit of consistent SLA achievement, ensuring operational excellence at every turn.
- **Mentor Extraordinaire**: Your knack for mentoring and coaching others elevates team performance, fostering an environment of continuous growth and development.
- **Tech Connoisseur**: Familiarity with ticketing systems and expertise in supporting Cisco, Viptela, and Fortinet SD-WAN technologies positions you as a sought-after asset in the tech realm.
- **Continuous Learner**: Equipped with ITIL Foundation or Awareness training, you're committed to staying abreast of industry best practices, ensuring your skills remain sharp and relevant.