Major Incident Manager

2 weeks ago

Sydney, New South Wales, Australia City People Solutions Full time

Major Incident Manager
- Sydney
- Immediate

Outstanding opportunity for a person with extensive incident management experience in an enterprise setting.

**Job Description**:

- Deep demonstrable knowledge of Incident, Problem Management processes
- Demonstrated excellent communication skills - verbal, written, electronic.Proficient in the use of MS Windows and Chrome OS.
- Proficiency in tools - AppDynamic, Splunk, PagerDuty, JIRA. ServiceNow, Google Suite.
- Excellent attention to detail and quality to create reports up to senior executives. (e.g. Business Comms, RfT reports, PIRs)
- Ability to run a Incident and PIR (portraying command and control of the forum).
- Analytical and logical thinker with the ability to define and present facts/information.
- Excellent interpersonal skills including listening, building rapport and an awareness of internal and external issues.
- Analytical and logical thinker.
- Sound judgment and ability assess multiple conflicting and occasionally ambiguous information sources to reach correct conclusions and courses of action for Incident Management conduct and escalation

Desirable: Experience in Retail Management

**Major Responsibilities**:

- Raise, control and manage the resolution major incidents for IT. To facilitate the fastest possible response to major incidents, the MIMs are rostered on a 24x7 basis.
- Escalates Major Incidents to appropriate levels of management if they are not resolved within expected timeframe
- Mobilize and coordinate Woolworths IT and Service provider IT staff and management to resolve major incidents
- Provide timely, accurate and quality communication status and service reporting of IT service incidents and impacts to the business
- Ensure that the work logs of all Major Incidents are updated with key progress items, activities and actions
- Liaise with the all providers, stakeholders and information consumers to ensure that the Major incident management process and conduct meets requirements
- Run Post-Incident review and assessment, documentation preparation and the delivery of a PIR report.
- Ability to "red team" and influence quality of changes (including CAB meetings) to delivery service excellence.
- Provide timely and accurate daily and weekly service reporting to key stakeholders.
- Monitor events in ITSM and support tools, using events as part of the fact analysis in a Major Incident.

**Qualifications. Work Experience & Technical Requirements**:

- Good knowledge and understanding of IT Service operational environments
- Experience with Service Desk tools.
- Awareness of Infrastructure and Technology, sufficient for troubleshooting techniques
- Proven experience and management in ITIL Incident Management for one or more major organizations
- Awareness and appreciation of Service Management best practices (ITIL), tools and best practice frameworks ITIL v2 and or v3
- Understanding of Retail technology and service environments

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