Senior Incident

5 days ago

Australia Computershare Full time $90,000 - $120,000 per year
Job Description:
  • Deputising for Head of Technology Incident Management, responding to senior escalations and managing crisis events.
  • Management of stakeholders and communications up to C'level during Major & High Priority Incidents.
  • Coordinate bridge calls and ensure technology teams work collaboratively to minimise impact and expedite resolution.
  • Deliver clear, concise and timely communication of Incidents with appropriate stakeholders identified.
  • Execute the Incident and Problem Management Processes working closely with technology support teams.
  • Drive root cause investigations across global support teams, ensuring preventative actions are taken to avoid repeat incidents.
  • To contribute to a culture of first-class service to both Technical and Business teams.
  • Identify improvements to the core processes to improve Service Availability and minimise repeat incidents.
  • Contribute to a Globally consistent approach to IT Service Management in line with industry best practice.
  • Contribute to reporting of the IT service and the performance to agreed KPIs & Service Levels
What will you bring to the role?
  • Extensive experience of working across multiple ITIL aligned disciplines preferably in a Management capacity, especially Incident, Problem, and Change.
  • Leadership experience in a large global operational business, demonstrating skills in strategic thinking, and translating this into effective delivery and business improvement.
  • Excellent communication and interpersonal skills - able to build relationships and work with stakeholders and partners and withstand scrutiny up to C'level; having the ability to influence and challenge effectively; and able to listen and respond to challenges
  • You will be working in a global role and as such, adjust your day and respond to early morning/late evening calls.
  • Experience of process design & implementation.
  • Knowledge of the implementation and support of ITIL Incident Management processes.
  • Ability to influence at peer level and above in order to drive through change and alignment to process with all other areas of Technology Services at a global level.
  • Knowledge of service governance processes and the ability to understand risk to services.
About Us:

Computershare

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