Major Incident

1 week ago

Melbourne, Victoria, Australia Chemist Warehouse Full time

**About Us**:
With more than 20,000 employees working in over 550 stores across Australia alone, Chemist Warehouse is Australia's leading retail pharmacy group and one of Australia's most recognised brands. Chemist Warehouse continues to deliver on an ambitious growth plan which has seen the expansion of operations into China, Ireland, New Zealand and many more exciting new developments to come

Our IT Operations Team is seeking a skilled and driven Major Incident & Problem Manager to join our expanding team for a 12-month fixed-term contract based at our Head Office in Preston.

**About The Role**:
The primary focus and responsibilities of this role are to manage Incidents both General and Major as well as problems throughout the environment by ensuring Incident and problem processors are enforced and fulfilled.

**Role Responsibilities**:

- Managing the lifecycle of an incident, steering from detection through to response, restoration, remediation, resolution, and closure
- Coordinating between internal engineering teams and / or external vendor teams as well as business representatives
- Coordinating communication streams on multiple tools like ITSM (Service Now) and Microsoft teams
- Quantifying problem or incident footprint - geographic and service areas; dimensioning customers, transactions, merchants, duration etc. as required
- Ensuring that post-restoration actions are correctly captured, tracked, and completed
- Producing and contributing to the various incident, weekly and monthly reports, and post incident reviews (PIRs)
- Developing and maintaining operational relationships across the organisation functional and global.
- Identifying areas of opportunity for incremental improvements in our operational framework and working with the team to implement them
- Manage major incidents in a way that will result in fast incident resolution or workaround
- Update and ensure ongoing development of the IT major incident management process

**Skills and Experience**:

- Experience in managing technical Incident and problems within an organisation
- ITIL Foundations Certified
- Good working knowledge of enterprise level Incident and problem frameworks
- Experience in ITIL aligned organisation
- A strong background in Governance through Major Incident management system and the ability to work internal and external relationships towards business outcomes
- Operational and qualitatively minded with an analytical, methodical, and diligent approach to problem solving
- Exceptionally detail-oriented with excellent documentation and written skills
- Systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and drive
- Experience in a client-facing environment where the operational / engineering world intersects with the commercial / tactical world
- Operational experience within a high availability systems environment (finance, payments, telco, Saas etc.)
- Working knowledge in using operational toolsets in monitoring, logging, alerting and analytics space such as ServiceNow and logic monitor
- Exposure to ticket or case management tools, ServiceNow highly regarded

**Benefits**:

- Discounts across all of our brands
- Access to ongoing training and professional development
- Free flu vaccinations
- Access to EAP and support service

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