Incident Problem Manager

7 days ago

Melbourne, Victoria, Australia Attra Full time

We are looking to hire a Incident Problem Manager to join our team

Role: Incident Problem Manager

Experience: 7+ years

Location: Melbourne

Your responsibilities will include:

- Manage major incidents from identification to service restoration and closure.
- Drive the root cause analysis and produce the RCA documentation within SLA.
- Regular. professional communication on major incidents to internal & external customers within contracted SLAs.
- Communication of incidents to customers in a clear and meaningful way.
- Escalate within support organisation as required.
- Manage customer / support escalated incidents.
- Co-ordinate required plan to ensure change.
- Obtain necessary approvals from all stake holders.
- Communication on any outage due to retrospective change.
- Create an action plan for issue remediation during Incident troubleshooting.
- Regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.
- Work with alerting & monitoring teams to pro-actively avoid high priority incidents.
- Identifying changes in the support processes and change the Incident Management process accordingly.
- Run major incident 'blameless post mortem' sessions after service restoration to ensure avoidance of repeat incidents.
- Lead post incident review meetings with customers.
- Report on major incident service level compliance statistics to the Service Delivery & Account Managers.
- Track and manage Problem Records, providing reporting and updates to internal and external stakeholders.
- Drive continuous service improvement and incident avoidances.

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