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    Change, Problem - Melbourne, Australia - Granite Consulting

    Granite Consulting
    Granite Consulting Melbourne, Australia

    3 weeks ago

    Default job background
    Full time
    Description

    Our client is seeking an Incident & Problem Manager to join their growing team in Melbourne, on permanent basis. You will manage the Incident Management response and ensure all priority incidents are resolved within defined service level targets. As the process leader, you will work with team members to ensure they understand and execute the Incident, Major Incident and Problem Management processes in line with the goal of reducing service impacting incidents and problems as quickly and as efficiently as possible.

    Key Deliverables:

    • Working with the IT Service Desk team, and other IT resolver groups, lead the incident management process ensuring timely identification, logging, categorisation, prioritisation and resolutions of incidents.
    • Co-ordinate with technical teams and relevant stakeholders to restore normal service operations as quickly as possible.
    • Monitor and report on incident trends, identifying reoccurring issues for review under Problem management processes.
    • Chair all major incident management meetings, ensuring actions are agreed upon, recorded, and delegated to relevant resources.
    • Provide timely communications to executive, business and IT resource stakeholder groups throughout the major incident lifecycle.
    • Continuously assess the effectiveness of incident and problem management processes, making recommendations for improvements.
    • Drives initiatives to enhance the overall service quality and reduce incident impact.

    Key Skills Required:

    • 2+ Years experience in dedicated Incident & Problem Management or similar positions.
    • Extensive understanding of Incident Management and Problem Management processes aligned with the ITIL best practice framework.
    • Ability to utilise the ServiceNow ITSM platform to record associated activities.
    • Strong communication and relationship building skills are essential.
    • Ability to think analytically and remain calm in high pressure situations is essential.
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