Problems & Incident - Service Manager

2 weeks ago

Sydney, Australia AC3 Australia Full time
  • Develop your career in a leading Australian owned MSP
  • Voted #4 Best Place to Work in Australia
  • Largest Australian IT Service Provider for NSW Government

DISCLAIMER: Australian Citizenship or Permanent Residency is mandatory. Candidates must be based in Sydney.

About the company

At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

About the role

Our Problem & Incident function manages the processes to restore normal service operations as quickly as possible to minimise business impact during service outages. Additionally, this role manages the processes to identify the root cause of outages, develop solutions and/or authorised workarounds intended to alleviate the recurrence of known incidents and/or minimize recurrence impact. As a process manager for both these processes, you balance being a guidance counsellor and an enforcer for our internal teams and external customers

  • Develop, implement, document, enhance and continually improve the organisation’s Incident & Major Incident Management Framework, roles & responsibilities, and processes & procedures.
  • Produce appropriate and relevant training material and documentation to support the needs of new and existing staff to ensure that they understand and adhere to the Incident Management  process
  • Working closely with Service Manager – Knowledge and Training to ensure information is incorporated into the support Knowledge Base in a structured and quality-assured manner, so that future Incidents can be more efficiently managed
  • Define and report on Incident Management KPI’s, in consultation with the Head of SIAM, such as non-conformance
  • Proactively contribute as a member of the SIAM Leadership Team and engage with your peers within the business.

Essential Experience

  • 5+ experience in a similar role.
  • 2+ years’ experience in technology, people leadership & management
  • Exposure to Microsoft Azure, AWS & GCP
  • Proven experience in ITSM process development including extensive experience with Incident and Problem Management
  • Extensive experience developing & sustaining constructive relationships with customers, internal stakeholders, suppliers, & industry representatives
  • Proven experience managing multiple tasks in a busy environment and working under stress in emergencies, and demonstrating flexibility to handle pressure coming from all directions simultaneously

Benefits

  • Base $110,000 + Super + Benefits + Bonuses
  • Genuine flexibility and work/life balance 
  • Company benefits including discounted lifestyle services such as novated leasing and health insurance
  • Convenient Sydney CBD location - Brand new offices
  • Work with proactive and open minded leadership that genuinely care and collaborate to create effective outcomes
  • Work for an organisation that prioritises company culture and employee satisfaction

Culture

As number 4 on Australia’s Great Places to Work list, it’s clear that culture is a top priority at AC3. We approach business with family values, which means people here have real relationships that go beyond work. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:

  • Own It: If I say I’m going to do it, I do it. And I give it my all.
  • Better It: I take the current status quo and make it better.
  • Brave It: I listen, say what needs to be said, and do the right thing. Especially when it’s tough.
  • Enjoy It: I take my work seriously, but don’t take myself too seriously.

We’d love for you to experience the AC3 way for yourself

If you are interested in the position, are available quickly and believe that your skill set is suited to the requirements then please put forward your application via the APPLY button.

Every position at AC3 will require to undergo a National Police Check.

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